Pension investment

My mother name is Margaret Matlakala Thamage she opened an investment were she received benefits from it like cash backs all to find out that the financial advisor that opened the investment for her never activated the correct investment. when she query this with old mutual the financial advisor said its complicated then it was escalated to crm omwealth still cloete was not able to sort it out. Then it was handed over to Mr Pat he still come with the same story of saying the investment cannot cancelled but how annuity investment was activated it was wrong the error was from old mutual side all they say they can't undone what has happened. As a client she has to take responsibilities of a financial advisors that didn't do their job right. She want this Annuity Investment cancelled cause that's what she didn't want in the first place. You play with old people's emotions if anything happens to my mother u will be responsible for this 🤞🏼. She wants her pension money why are you refusing to give her what belongs to her. I grow up were old mutual was the best company in South Africa but now you are ******** serious. It's easy to activated investments but difficult to cancel.