Dissapointed in the service and assistance

WOW what an experience you contact my mom and inform her of a long lost policy (she is almost 80) she gets in her car drives to one of your satellite branches completes the form. She gets told that it will be finalised in 10 working days.... 30 Days ago, she now gets an SMS that says some sort of cession document needs to be completed, no document is provided. I then call and speak to a gentleman he sends me the form (NO idea how to complete this form) I call back speak to Nobuhle who says that between 16:30 and 16:45 the policy is now missing and she can not find anything. Nobuhle says to me after she can not FIND the policy o just send in your documents as if she wants to make this someone else's problem

I need to confirm HOW should this form be completed it was a long lost "forgotten" policy so we need to know who the cessionary is so that we can get them to sign the document... she does not owe anyone anything

PS how is there no senior person/team leader or any leader available when your call centre is still operating