Non payment of Retirement funds

I have been trying to assist a lady who helps me at home who used to work for my ex-husbands company with the withdrawal of her pension fund benefits since 9th May this year from Fairsure. The service has been non existent despite numerous communications and requests for them to phone or have a face-to-face meeting with her. All relevant documents and information have been provided. Where is her money Fairsure? This is highly suspicious!