not giving proper and professional report back

My late mother Nomonde Bernice Mpinda ID number *** had a retirement fund, she than passed away in October 2014 in November 2015 I submitted all relevant documents as I am a beneficiary at Tulbat Square Walk-in. I was assisted by Lulu who assured me she sent all the documents with my contact details attached. In July 2015 I decided to check on them after being given a run around finally in August I got a reference number but was then informed that I didn't submit her death certificate, I than emailed it. on the. on the 30 September after not hearing from them, i again called shock of my life to hear that they cant give me any way forward as to how long everything will take the response is ITS WITH THE TRUSTEES, they don't contact anyone I must just keep on calling them often to find out how far are they with things, also putting into consideration when I submitted my documents, those were the words of their consultant. please assist I feel that Old Mutual gives the whole world of promises to people to take out policies and retirement policies than at the end when they must pay out they simply don't care.