Pathetic assistance with claim

My mom has been chasing up a payout for over a month already. She's unemployed and needs to constantly fax documents to this claims department and call there on numerous occassions for receipt of docs and feedback on claim. She's been asked to send certain documents and not getting any answers and when she calls (R70 per call as she's kept on hold for minutes after minutes) only to hear she needs to send more docs or other docs which with every operator changes. If its not this doc then its that doc and I have to finance her with every call and every fax she needs to send. And whenever I hear, then its a different story with different docs and different operators \assisting". She's been to the police station so many times and to an internet shop so many times"