Horrible service

My mother submitted a claim for my Late Fathers retirement annuity. She was informed that it will take from 10 days for her to receive communication as well as be kept updated. It has been more than a month now that we have been calling and everytime she gets told it will take about 3-5 days for someone to get back to her but to no avail. Nobody has gotten in contact with her and nobody has even acknowledged her request. We have visited the branch in Port Elizabeth and we cannot get assistance in branch as well. Very very shocking customer service as my late father has been a client of Old Mutual since 1992