Still awaiting RA 2 months later

I am so disgusted at the service at Old Mutal.

My mom submitted a repo form on 1 March 2022 and still has no payment. She took it so far to walk into a branch and was told it's with the back office since 19 April 2022.

With no payment all her debit orders has reversed and the bank has now put charges on this.

How is it that one waits so long to withdraw from an investment WITH A FINANCIAL ADVISOR!!!!!!