No help for a 73 year old lady

WOW I am actually not surprised with the level of service I received yesterday trying to assist my 73 year old Mom, called in ***called in 5 times your electronic robotic answer voice system does not work very well.

So on call 4 we had a really nice gentlemen that helped but really did not go the extra mile (Could have called back) she gave him her number - since he could not hear me after keeping my on hold for 5-7 min when he asked all the security questions (one of which was a cell number which my mom could not remember) he then went and asked her another question, where he was trying to help.

Call 5 a whole 30 min speaking to Russel, asked exactly the same questions then informing him that she does not remember her old number she is 73 for goodness sake. He said sorry can not help! this after caller 4 (regrettably can not remember his name) Russel then said I am not unwilling to help but he became aggressive on the phone. I asked to speak to a manager he said he does not think there is one available (Really Russel Really) I work in the same industry there is always a manager available the difference is if you want to assist or not. Held on for 10 min waiting on a manager which Russel did not tried to get.

Then went to Social media asking for a call back (ha ha ha ha) again no service, when i asked that a manager give my mom a call we actually just want to find our the process how to disinvest her investment it is a life annuity (SMALL) send the form tell me where to go BUT NO ONE even suggested that we go into a branch

SUCH SUCH bad service