Not responding to requests to phone customers

I phoned in last Friday on the 20/march/2015 to know how far is the payout of my pension. They insisted I should wait for Monday for Geoffrey to phone me as the administrator. An email was sent to Geoffrey Maphosa and I was copied as per my request but he didn't phone me to date. I worked for the company and I know how they want to improve customer feed back but some staff member are just not getting it.