Old Mutual not giving reference numbers for complaints.

I am struggling with Old Mutual to get them to pay out a death benefit on a policy. They did receive all the required documentation on 2022/09/02. On 2022/09/21 they even paid out a small amount of R638 which they said was an interest adjustment. I have since then been calling the call center regularly and have been promised many times that they will pay out without any success. I have logged a complaint on the Old Mutual website on 2022/09/27 and did receive a copy of the complaint on email, but WITHOUT a reference number. Nobody has contacted me regarding my complaint. Today I was promised by Busisiwe that someone from the technical department would call me, no one called me. again I phoned in this afternoon without any clear response about why this policy is not paying out. Please provide reference numbers to clients when they phone in to do follow ups.