Retirement Annuity Paid out to someone without consent or communication

My mom went to Old mutual branch in Vosloorus, Mrs Marokane, Can't mention the policy number. Contact details ********** . She went to inquire about the funds and how to make a claim. Guess What????????????She was told hat the money was paid out but Can't mention to who. She is the beneficiary of the deceased , why was she not told to whom the money was paid to and why. The deceased passed away in July 2015, she did not make any claims thinking the money will mature throughout the years but to her surprise, Can someone please call her and explain what the HELL is going on? Please make sure that person also speak Zulu or Xhosa. I am very disgusted with the way you treat your customers. Consultant did give a damn.