Incompetence of old mutual staff

The service at old mutual branches is appalling, on 25th of August 2020 I went to submit my documents as a claim had been done and as 1 of the beneficiaries I went to submit my documents. I first went to the Chris hani mall branch vosloorus at about 08:45 , as I got there the door was slightly opened but branch had not opened since they open at 09:00 and there was no sign of the new times as the old time 08:00 -17:00 was stil next to the door. At 08:50 the old mutual staff decided to have a "staff meeting" which went on til about 09:15 that's when they opened the door only to be chased away since I ddnt have the deceased hard copy ID and death certificate after explaining all documents have been submitted. I then went to alberton branch same day of which service was a bit better however 1 of the consultants was ***********, I submitted my documents and they were scanned infront of me and was told the turnaround time is 48hrs to process claim. 07/09/2020 I called customer service to check progress and was told my documents are not on the system, 08/09/2020 went back to alberton branch to go check the progress I was told with a turnaround of 13days from the day I submitted my documents. The consultant couldn't assist as she couldn't provide a logic explanation as to what is delaying the claim and the CEB ref I was given does not correspond with the actual claim ref, I spoke to the branch manager and explained that apparently my documents are not submitted and he confirmed without checking that indeed my documents were received. There is no communication from old mutual and unnecessary delaying a claim. I'm so upset.