no payment after a month of claiming

my mother is 60 years old, in September she was suppose to claim her retirement money that she was saving with old mutual for +- 30 years, she went to claim it at the beginning of October, 2017, then she got a message that she will get her money in 15 days, when 15 days passed we called them and they told us the money was not released but they will to it immediately, after a day we called to asked the process , they said the money is at SARS, fine we understood. After a week we called them again, they told us that they need my mother's tax number to release the money. my mother is so frustrated she has plans with that money and she is so disappointed with the company she has been with for more than 20 years, i do not think i will recommend anyone to this company.