Poor service and false advertising

Today I'm writing for the 2nd time simply because my mother is not getting assistance,old mutual has failed us from the 8th of August until to date the claim is not yet paid and my mother took other people's money to arranging the funeral which she needs to pay it back to them and she hasn't because y'all are not paying her claim.when I wrote the 1st complain this is the response I received from them. Good day Thembeka

Thank you for lodging the Hello Peter complaint.

Kindly provide me with the policy number your mom is trying to claim under and also confirm where she submitted the documents. We will contact her and try and assist her as soon as we receive your response.

Kind regards

KAREEMAH SULAYMAN

Complaints Assessor I OML Customer Complaints Mutualpark, Pinelands T. +27 (0)21 *** I E. *** I R. --OCM***6-- After this email I responded with my mother's ID number and her cell phone to above person on email but my mother wasn't contacted. Your service is very poor and bad.