Escalation from the 09/10/2015 do date

Yoh what a service from Old Mutual just for surrender part of my investment, I mean I've been calling to check the status of the claim they've been escalating the query till today wow .... from one escalation to the other but nothing has happened and now the lady (Waseema) I spoke too today she told me its not call centers fault it the branch though call center has been escalating the query.... my question is old mutual call center agents do???