Bad Service and Lack of communication received

My mother who retired end of December just called Alexandra Forbes to follow up on her Pay out , documents were sent the 1st week of January and was told by Sizwe that payout would be the 1st of February and states in documentation received. However as advised by Sizwe the financial Advisor that the administrator Karoba of Alexander Forbes apparently is still waiting for my mothers exit documents. It has taken 30 days for that document to be received. This is pathetic service as she has no money to date and you guys find that its ok to mess around with peoples money. We have been calling back and forth. Karobo has made no effort. My mom has had no communication with any of you people. I want this resolved today!!!!!!! Im done calling back and forth