GEPF documents not submitted

we sent pension fund claim forms for my late mother to the department in Ermelo on 28 August, Zandile Msibi promised to handle the claim, today I called GEPF and they told me they have no documents for her. we have been calling and send her emails and haven't heard anything from her. phone never answered. it is understandable she is busy, but its been over a month, and documents haven't reached the supposed destination. pension number included