OLD MUTUAL BANK WORST SERVICE EVER

My mom started at Old Mutual in Jabulani Mall to check her policies cash back she usually gets after 5years. Then in December of 2018 they told her the cash back would reflect in her account by the 13th of January 2019.That did not happen! I then took her to Old Mutual Westgate Mall branch for a follow up they take her ID check the system and tell her she has cash back and she needs to get a one month bank statement. I went out of her branch and went to her bank for this SHE was just sitting there. When I returned with this bank statement she was then told that she has to go because the system is now OFFLINE!!! How ****en sudden when it's 15min for them to close shop. Had I not fought this at that branch she wouldn't have been helped. Is this what our parents have to go through and this after paying for months and not missing payment this is just not on!!!!