Old mutual poor service

My aunt who is 60 years old has an old mutual super provident with old mutual, she retired weeks back and wanted to lodge a claim with old mutual, we don't have old mutual offices in Schweizer reneke and we traveled to Vryburg which is 60 km away, on oir arrival the receptionist was on call for 10 minutes before we where assisted, she gave us a dest and telephone and she dialed call centre and I explained to them what we wanna do, the agent wanted to speak to my aunt English and explained she only speaks setswana and afrikaans. She said we must go home and the setswana speaking agent will call her at 15H00 she never did. She's receiving calls in English which she doesn't understand we asked for setswana speaking agent that's why we went to Vryburg so they could assist her. All I can is old mutual you have offices which can't help people, the people in the offices could have done that job and much easier, your agents are not helping in this situation, so we are stuck because of language barrier and not taking into account she can't read or write. Your service is very poor and only serve the educated.