Old Mutual unduly refusing to pay out policy monies for surrendered policy

Old Mutual is unduly refusing to pay out policy money that my mother surrendered. We have engaged them for 3 months and are being sent from pillar to post whenever they have to pay. All supporting documentation was provided. The Group Schemes phone line takes up to 30 minutes to be picked up and when answered, the service consultants either hang up when they are asked questions they don't have immediate answers to or they simply refer you to email where your enquiry gets ping ponged from one ghost to the next without any meaningful resolution. How do we trust Old Mutual with our money when accountability is next to non-existent?