Pension Payout Delay

My mother retired from work last year December and decided to move her pension to Discovery with the assistance of a Discovery Financial Advisor. By February all the forms were signed and submitted to our knowledge. Since then the Advisor hasn't been able to give an update on the my mother's pension fund and she still hasn't received any payout. We followed up with Alexander Forbes and they advised that her funds were transferred to Discovery yet the Financial Advisor can't give us an update.

We call, we email, she doesn't respond. My mother has been without money for the last 4 months and will not be able to go another month without some sort of resolution to this. We were advised that it would take 6-8 weeks and now we're on week 11 and still no feedback.

2 weeks ago we were advised that they got the details for the person responsible for the payout at Discovery and they would follow up and by the next week the story changed and we were told to submit bank statements for her former employer to send to Alexander Forbes - now we're totally confused as to where we are in the process.

And again my mother is trying to get feedback and this Advisor does not call her back.