Non Payment of Retirement Annuity

My mother has put through a claim to surrender her retirement annuity. Old mutual informed her that she will receive the funds within 21 days. She phoned and the calls are not answered. When she visited one of the branches, she was informed that SARS has reviewed and cleared the claim and she will receive the funds in the next 2 days.

It's been more than the 21 days turnaround time she was told to wait for, and she has not received any feedback or a cent of her money. The disservice that Old Mutual is giving is emotionally and financially taxing. Seeing her bills pile up because of an institution that has no honor for their clients and their well-being.