Lack of customer survice!

Received a Consent Form for a pension payout on a deceased estate and the beneficiaries on the letter were unknown to me or anyone else in the family. After spending 5 hours on the phone someone eventually admited the mistake and said a new form would be sent. So we wait another 5 days - how did this letter go out without anyone noticing that the details did not tie together - surely a simple check in the program that issued the letter would have prevented this. Does not give me confidence to deal with OM.