Useless consultants

My mother claimed her protekter retirement fund in December 2018, she went to the hazyview branch, first she was not told that there are forms to sign, after those forms she was told to fill the forms and email them herself, (why they hire consultants if it's a self service) after weeks of waiting, she went to the branch and only to found out that the forms were not signed properly no one called her to inform her about this, they have been making runaround all along, she is been to the branch 5 times and when she is there they promise that they will fix it, it's been 2 months running around, what pains me the most is she booked for her operation on the first week of February thinking that the money will have been paid by then since she claim in December now her health is worse because of the stress old mutual is giving her, after 2 months no money but the money is hers she worked for it.