Sanlam consultants not helpful

My mother is old and she is not fluent with English. she has asked me (her daughter) to call on her behalf as she needs me to start helping her with claiming her Retirement annuity pla. She needed to know the that she needs to do in order for her to get her money. Now I call in explain to the consultant by the name of Neil and he tells me (in a rude way) that he will never tell me what my mother needs to do in order for her to get her money. I never said I want to know the amount, I stated clearly on the call that I am phoning to find out about the process so that I can inform my mom. He refused rudely. I then asked if he can be able to call my mom as she is unable to call them, she has tried but knowing all call centres they never answer a call under 10 minutes unless you are using a landline which my mom does not have. So I said to the consultant, when you wanted my mom to join you called her. But now that she wants her money back as promised its a hustle and no wants to assist. Iyooo I do not know how these companies operate. I would rather save my money locked up somewhere instead of investing it to companies that will make you feel like you have ****ed someone by wanting to claim your money. Word of advise Do not invest your money to SANLAM. calling ppl for help and they end up not even giving you a solution is ****ed up.