Inability to deliver basic Service

My mother-in-law, an 82 year old lady, is currently recovering from a hip replacement operation so my wife has been trying to get her tax certificate from Old Mutual, however the Branch in Vereeniging has been unable to assist after three consecutive attempts to obtain this certificate. Needless to say my mother-in-law’s tax return is now late. They also issued my wife with the tax certificate of another client. POPI Act compliance? This is extremely poor service and a display of indifference towards this poor clients needs.