Income verification- agents dont know their own processes

Bonitas requested income verification for pensioners. The SASSA statements were provided together with the authority for the debit order ; Now Bonitas wants verification as they deem a pensioner as an unemployed person. A pensioner cannot be deemed a pensioner and be unemployed. Bonitas needs to understand their current requirements as per their income verification form sent out and train their staff accordingly. I need someone to contact me and explain how a pensioner can be deemed an unemployed person