Inconsistent and delays

My mother was in a branch of old mutual in town where she went to withdraw her retirement annuity on the 13 June and was told to bring in her outstanding documents which she did on the 18 June they told her they would process it and she will get it in the next 15 days which has not happened on Monday the 7 July they sent an sms to say she will recieve it in the next three days she went to the office to ask and they sais she must still wait. We wouls like answers as soon as possible.