Unreliable Service

So with the new scandal that just came from Old Mutual I never thought that my mom would also be a victim. Well my mom had an investment policy with the company and was told that she is under the 5 year rule but would get her money this year and a figure was given to her. Today my mom has been in the offices trying to put in a request to withdraw her funds and she’s being told that the money was paid out already and the amount available is not the money was being told is available. Is this the type of service and reputation that Old Mutual wants to give its clients when it comes to their policy. I have forwarded emails where we had previously logged a complaint with the ombudsman, the call center wow how does one hold on the line for almost of an hour to only be cut off the line? Honestly the service you giving us as clients is unacceptable. I want my MONEY which I was I told that I would get now in March please and cancel that thing