Shame on you!!

On Saturday 24 April'21 i went to the Old mutual branch in Southgate. I always go to that branch because i always felt the service i received especially from Thabo cubicle 1 and NonT cubicle 8 was on a personal and professional level. They always make a person feel so welcomed. BUT on Saturday i was disgusted by the service i received by 1 of the consultants Cubicle 2 (i wasn't even interested to know her name). Firstly i am disappointed with Old Mutual. My mom passed away and had an investment policy with old mutual. The day i went to claim i provided all the necessary documents. I received an sms stating they required the letter indicating the percentages which clearly isn't something i could provide. Anyway it's been almost 2 weeks with no communication from old Mutual which resulted in me having to go to the branch to find out what is happening. This extremely RUDE consultant opens the profile, it shows my brother's payment was successful but on my side it still shows pending and the "case number" is now closed. How can it be closed when all parties haven't been paid???? Can this woman really ask me if i am sure that i didn't get the payment when the system clearly shows i didn't. She very lazily calls the call centre and while waiting for them to answer she answered at least 2 private calls, also had what seemed to me as a power nap since she was laid back with her eyes closed (not minding me at all), mind you I AM AN OLD MUTUAL CLIENT AND AT THIS POINT FEEL I NEED TO TAKE MY MONEY SOMEWHERE ELSE IF THIS IS THE TYPE OF SERVICE MY FAMILY WILL RECEIVE IF I AM NO LONGER HERE... The poor branch manager Sally, was screamed at from this woman to come an assist ( screamed at meaning she is sitting at her desk and screaming from there for Sally to come and assist). after the 2nd call attempt to the call centre she calls Sally again to tell her what the agent at the call centre says, then turns to me to tell me we done. Done with what???? she doesn't explain to me what must happen now or what will happen just tells me it's done i can go. So i now have to ask her what is happening " i have to do a follow up and Sally will escalate it" she responds to me and then takes my number again after i have given her my number 4 other times. I walked in there around 11:30am and walked out just before 1pm IMAGINE THAT!!! If this is the caliber of people Old Mutual employs then i really don't want to deal with this company anymore. Imagine in my grieving state i must deal with a person like that... Shame on her. CEB*** is my ref i got. I want some feedback on this or i will gladly go to the ombudsman and even social media, and also that consultant must be dealt with!