Disgusting customer service

My mother submitted a severe illness claim with old mutual on the 4th of November 2022 at their Menlyn shopping mall branch. She was told it would take 21 days to finalize the claim. I have been calling their call center about updates on the claim since the 8th of November 2022. They keep promising that a senior will call to provide an update and no one ever calls. To date the 21 days has expired and no one has called.