Not happy at all with Alexander Forbes

My dad has passed away in June and in June I advised Alexander Forbes of this, I have asked them to amend the banking details to my mother's account. When "payday" came, no money was paid over, I called to query this and I was told it takes up to 8 weeks to change banking details. Now my question is, how on earth is my mother suppose to pay the debt with no money, now Alexander Forbes is trying to get out of paying for the pension for a month after my dad has paid 45 years pension. It is hard enough to loose a parent/spouse and now we need to struggle to get the pension so we can actually continue with life, as hard as it is