Being irresponsible- delivered documents 9 times!!

My morther worked for Goverment. She passed away 8 April 2013. We have hand delivered the documents to claim her pension money 9 times already. Every 3 months they apparantly lost the documents or it expired and they never send it to relevant department. Are they broke. Are they wasting time to turn around and say it was never claimed????? Why are they not trained to do their jobs?? They file all the claims in the dustbin and waste everybody elses time and money. 2 years I mean really how incompotent are they???? If we call pension fund in PTA we are told the documents have to come from JHB. We even went there with a set of form a 10th set and they showed us away. If this country is run like that where are we going to end. Not to be rude but this is ********. We have to take off from work to get all the forms filled in and stamped. Which means no work no pay!!! Can't we start deducting from their salaries every time we loose a day of pay????? Will they start doing their jobs or are they just there to fill space anyway?