Ridiculous service

My later mother was a deputy principal and she passed on in May.I submitted all my documents for the pay out of the pension fund.The guy by the name of Papi in the department of education in Florida assist me with the submission and insists that he submitted everything in June.Called the pension fund department yesterday and I was advised no documents were received.To get through to the pension fund department via call it's a mission and half as you hold for long