Pathetic service old mutual

My mother recently requested an urgent document from old mutual, with whom she receives her pension through. After 4 calls over three days, she's been promised that she will get it within 24-48 hours. Every time she called old mutual she was told that they can get her the letter requested, she has explained the urgency of the letter as she needs to submit to the bank. Nothing has been recieved and she is so time constrained. Can someone from old mutual please explain why she's been given the run around and put under this stress and there is absolutely no regard for their clients needs