Unhappy, frustrated, annoyed customer. Cancelling client!!!

My mother has been a loyal client of the company for more than 16 years, however, the treatment she's getting with regards to her 2-pot withdrawal is pure nonsense. She app**** for a withdrawal on the 18th of September as advised to proceed with the withdrawal via WhatsApp. She has been making frequent follow up's through the phone at the old mutual branch she still hasn't been assisted. She received a message saying they received feedback from SARS on the 10th of October. On the 24th of October she received an sms apologising for the delay, she understood. On the 1st of November she called again from a branch and they told her everything was okay and that they'd pay in the next week, they didn't. She called again on the 18th November, still was told that that there's a technical error and she'd be paid manually in the next week, still nothing. She went again on the 28th November, same story as of the 18 and was told the matter was escalated .She even went again today and they are telling her the same thing, technical error, matter escalated, they don't know when she'd be paid. This is both frustrating and annoying because she needs that money, her hard earned money. No wonder there's all these stories about old Mutual, I'm taking her to cancel all her policies with them once she gets paid, I'm also canceling mine. So poor and inconsiderate.