Terrible Service

I am payer of my mom's policy with sanlam so i made chances with my financial adviser based here in Johannesburg but since it's my mom's policy she must sign for the documents adjustment,and my mom is based in polokwane so i asked her to go to polokwane to get helped and sign the documents for the new premium adjustment to be done,and they refused to help her saying policy was taken in Johannesburg ,they will need to start again to recalculate the premium and it's me who is responsible for the figures and i have already agreed with my financial advisor with figures all they needed to help her with was to print the documents and give her to sign ,and they said no they cant help. sanlam employs *********** people who dont know that colleagues help each other,you dont send clients away because the person who initially helped them is not in those offices,how far is Johannesburg and polokwane. I am so ****ed off ,thinking how long i have been faithfully paying my premiums to my covers with sanlam. i mean 65 years old women being send away ,what happened to even the morality let alone good service.