old mutual don't take care of their loyal client especially old people #very disappointed

This is a serious matter and I will not leave it until it's resolved. My mother have a funeral plan with old mutual for 5 YEARS. she made a mistake and requested the funeral plan to be canceled, on the same day she logged a call/query inside the branch to STOP old mutual from canceling the funeral as it was a mistake. Today she went to the branch to claim on that same policy and she was not assisted. The poor woman is old and she came the same day the query that was logged hasn't been resolved, if it was resolved that day the policy was not going to be canceled. These are the two reference numbers given, I need answers and why don't you take care of your loyal clients for so many years ***(1) and CEB***(2)