No care attitude, no service

Good day. My father passed away on 25 August and since 4 September I am been sent from one department to another. After my mother and I visited the Kolonnade branch on 4 September where a Tshepang assisted us, completed all forms and scanned in the documents, we were informed of a waiting period of 10 working days. After 10 working days the same consultant made a few calls amd we were once again informed of another 10 working day waiting period (for no specific reason at all) the next time Tshepang wasn’t there because he is a specialist and travels to different offices. Tshepo then assited us in making a call without any feedback. On Monday 22 October I again went to the Kolonnade branch and spoke to the manager, Jane Rapakwana. She informed me the matter is at the back office but cannot follow up nor assist us because my mother is not present. My mother was present on 4 September when all documents were completed. When I informed her that my mother is residing in Mpumalanga and not close to a Old Mutual branch, and that I am the executor of the will, she still insisted that my mother be present before following up or assisting any futher. I then sent my mother a copy of the info document, whereafter she contacted the call centre refferred to. She held on for 19 minutes after the call was answered and the had to hang up. She again called and was put on hold for another couple of minutes to get an appropriate person to assist my mother. She then had to hang up because of the time wasted on the phone. We are nearing 2 months for something which was promised would take 10 working days. I am utterly dissapointed in the extreme poor level of customer service from Old Mutual. NO ONE at Old Mutual is even willing to go the extra mile, instead every consultant, even the receptionist are on the cellular phones busy with whatsapp and personal stuff.