Very concerned about bad service!

To whom it may concern. I have a big concern in regards to the service of Old Mutual. My mom's retirement annuity matured and she went in to the branch on 7 November 2015 to give notice, and for them to pay the money out. The lady said it will take between 10 to 15 working days. By 27 November 2015 my mom had no response. We e-mailed the Old mutual customer service, no response. My mom went into the branch again and the clerk assured her that everything was okay, she should just give it time. On the 16th December the contact e-mail rep**** (This is after almost 3 weeks) and said my mom should go to the sars branch as the directive is declined. So she went this morning, sat in line for 2 hours, the sars lady tells her nothing is wrong on sars's side, they've approved the directive 3 weeks ago already....So back to the Old mutual branch my mom goes. Asks to speak to the manager, who had no clue what she was talking about, one of his staff had to come and assist him. Nothing has been resolved yet, they will apparently contact her. I am really concerned, this is shocking service. It's almost 2 months for something that should have taken 2 weeks. Your kind response will be appreciated