POOR SERVICE!!!!!

MY MOM LOST HER JOB IN APRIL DUE TO THE PANDEMIC WE FACING. SHE TOLD ME NOT TO WORRY ABOUT FINANCIALLY BECAUSE HER RETIREMENT ANNUITY WITH OLD MUTUAL WILL PAY OUT IN MAY WHEN SHE TURNS 55. WE REQUESTED THE MONEY ON THE 27TH OF MAY AND RECIEVED A CORRESPONDING EMAIL WITH THE AMOUNT THAT'S GOING TO BE PAID OUT. BUT 2 MONTHS LATER THEY SAY THEY CANT PAY OUT.!!!! SHE IS FINANCIALLY STRESSED AND NEED THE MONEY ASAP!!! WE CALL THE CALL CENTRES BUT NO ONE IS ANSWERING. SHE'S BEEN PAYING THE POLICY FOR OVER 20 YEARS AND NOW THIS. PLEASE GET A SENIOR MANAGER TO CALL ME OTHERWISE WE GOING TO HAVE TO PURSUE LEGAL ACTION. HONESTLY SPEAKING FROM MY SIDE I THINK ONE OF YOUR ADMINSTRATORS DID NOT DO THEIR JOB. MY FAMILY HAVE MANY POLICIES WITH OLD MUTUAL AND IS CONSIDERING MOVING AWAY! PLEASE PROVE US WRONG IN ASSISTING US WITH URGENCY.