Terrible old mutual

The old mutual service is terrible but they claim to be delivering the best service ever and shame is disgusting, we claim for my mother's provident fund on april or may but the company told us that they the ones to submit not us ever since we never heard anything when we call the campany our mother worked at the manager tells is that the case is out of his hands but old mutual now when I phone old mutual they struggling to help because of the CB what what so right there something is fishy here how can we deal with that or are we supposed to go via the lawyers