Pathetic customer service

Terrible customer service, the call Centre agents don't know what they doing, the company needs to train they employees more and teach them how to do they job, it's been over a month now that I'm waiting for a policy reinstatment and they haven't done it, I have messages saying it's in progress every week, my mum has even passed away and the policy hasn't been reinstated,, I have email confirmation of payments, sms confirmation of banking details, reference , a letter from yourl for payment dates to reinstate etc everything but nothing has been done, it's very poor customer service for a big company the staff needs to be trained more, we almost done with all our prayers and still haven't gotten a response from old mutual