Empty promises Old Mutual Flexi Programme

On the 14th of August 2018 i wrote a complaint about my mothers account and the terrible service she has been receiving from old mutual regarding her lapsed policy. I then received a call from Vuyani ( Complaints Management ) who promised to give my mother feedback by latest Friday the 17th August 2018 but up until today no one contacted my mother. Is this the kind of service our parents should be getting after being loyal to old mutual? why is there no correspondence? worse part Vuyani didnt even write his contact details or email address so that we can follow up with him, all we received as feedback from old mutual was the acknowledgment that the will revert back to us but we are still waiting. Policy number : ********** Flexi account . please contact my mother on ********** 514 or you may email feedback to ********** or contact me on ********** 263.