Retirement funds not paid out since 15 December 2025

I'm writing this review out of heartache seeing my mother now drinking medication to deal with her mental health. Alison Vuyiswa Bambiso took out a retirement policy with Old Mutual years back. She's now at the age where she can withdraw/claim her retirement funds according to the contract she signed with old mutual and the new OLD Mutual policies and methods of operations they never shared or informed my Alison. Alison made her Claim on the 15th December 2025, provided all requested documents from her. This was done at the KNYSNA WESTERN CAPE BRANCH. She was then told to expect her retirement funds to be paid into her account within 13 business days. January the 5th ,Alison received a sms from Old Mutual Confirming Payment.Alison waisted patiently until day 13 which was in January 2026 on the 12 still no money paid into her account. She went to the branch to do a follow up, the lady at the branch unwelcoming said "no Miss I meant 15 days not 13 days.," Alison works outside the CBD where the branch is. now the 15th day was fall on the 14th. Still nothing. She went into the branch on the 19 and was helped by a gentleman. He checked the system and said the money was paid. ALISON was asked to get bank statement to double check she hasn't received the money. Shr did, the gentleman at the branch called Old Mutual head office, head offices said there's 1 document not signed. Excuses and more delays. Alison was expected to sign and she did, told it will take 2 weeks maximum. Today 30 January 2026 is the end of the second week from the 2 weeks and still no money. Alison went to the branch again few minutes ago and the branch can't seem to trace the retirement funds on their system. R70k gone just like that. Knysna Branch Manager said she'll investigate but Alison has now been official placed on sick leave because she is not coping.