Flexi Programme was this a ****

My mother took out an investment account with old mutual on the 8th december 1993 with old mutual called Flexi Programme, policy number ********** . We went to different branches here in mafikeng to find out of why is she not receiving the payout as the policy has elapsed. Yesterday the 13th/08/2018 we were told that the policy was paid out. The manager at Mega City branch in northwest(Tsholo) informed us that the amount was paid to a different bank account and that our issue was a burning issue that only Old mutual head office could explain. My mother is waiting for her payout and now is been given the run around please assist us as the managers of old mutual are saying they can see that the pay out was made but not to my mothers bank account. you may email feedback to ********** so that if we are not happy with the response we would forward it to the Ombudsman as this has been going on forever. we trust old mutual with our parents monies and now this? who should we blame ? the brokers or the company its self? why was the payout paid to a different bank account? why was my mother not given correspondence to inform her that the investment has lapsed?