Unacceptable and dissapointing service

I am so dissapointed in the service received from Old Mutual. My father passed away in November 2020, my mother has been sent from pillar to post with documents required and once all the documents have been submitted we are still awaiting assistance. The promise made by Old mutual was and I quote "We promise a quick process when you need to claim" however it has been months and during such a hard time of grief, my mother has not been assisted. She has been sent to stand in long ques to get a letter of authority which she has done (and everyone knows what a mission this can be) and now is spending loads of airtime trying to get through to the claims department to find out about the progress of her claim sent on 25.03.2021 (for the second time) to no avail. Contact center is impossible to get through to and she was turned away at the Table View branch and told that they can't assist her. She has been trying to make contact with the Super Fund Provident Fund for months now and received no feedback. The only times my mother successfully got through was when she was told to get the documents on 21.12.2020 and on the 25.03.2021 to say that do documents should be faxed and ever since the phone number is always engaged and emails don't get answered. My question is why these documents need to be faxed in the first place (this results in the client being left with no automatic response, SLA or reference number). I expected better from this known, reputable and supposedly fast and effective company.

I can be reached by *** to assist with this matter further as I am still waiting for some sort of feedback on this matter.

I hope that I will be contacted and assisted as this is not the service I imagine the values of this company stands for.

Regards