Very bad and poor services

I am very disappointed and angry at the same time, someone really needs to tell us or make us understand when exactly does OMF plays their clients when they claim,my mother submitted required doc's on the 8th of August until to date she hasn't been paid the sad part is that they have debited again on the 25th of August, another sad thing is that your stuff are failing us even in the head office because this is the 2nd complaint about the same thing the person who came across the 1st one promised to call my mother and assist her which didn't happen, I responded to an email requesting my mom's policy number so the person could call her but no one contacted her what makes things worse is that I've been to Pietermaritzburg branch and spoke to a female manager explained the reason why I there which was on Friday around 16:38 she called mom advising that the consultant wasn't available who assisted but she call mom on Monday of which she did and mom had to send me on her behalf as she can't be absent from work the entire month....she then reffed me to the consultant whic I don't think it was good thing because she's the manager by doing that it was clear she don't know what she's doing as a manager.From yesterday nothing has been sent mom.????????????????????????????????????????????????