Height of Frustration

My mum (Mrs T Thanthony) who is 80 years old has not received her pension for over a year. Documents have been submitted to show that she is still alive. On 4 July 2019, I called for follow up and was told they have received the documents. I never receive any feedback and neither was there any money deposited into my mums account. I sent a follow up mail on the 3 Feb 2020 and I called and that's when I was told that a bank statement was needed. I obtained a bank statement and sent it via email on the 10 March 2020. I was then told that the bank account was inactive. On the 25 March 2020, although my mum is bedridden and only has 28% use of her heart, I had to transport her to the bank to re-activate the account. I sent a mail and also called on the 25 March 2020 to say the account has been activated. I called back on the 14 April 2020 as I had not received feedback by mail or phone. The agent told me she will call me in 2 days and on the 16 April 2020 she did call to say that she is going to escalate it to Zaheer (the manager). Still no feedback today, 23 April 2020, so I called again.... Agent says she cannot see any notes... And will get back to me.... Really! Is this not the height of frustration. Where is customer service? What if an old person does not have anyone to assist.