Poor Service from GEMS

GEMS denies paying the surviving spouse a mere R 5147.57 from the late husband's MSA since 2014, after they requested "1. Letter of Authority, 2. Copy of Stamped bank statement of the person whom the refund is payable to (Spouse) and 3. Copy of ID of the person whom the refund is payable to". These were submitted to the Scheme since 2015 and to date they haven't paid. They are now saying the need proof of designated Estate Late Bank Account, what is this, the spouse closed the late husband's account bank in 2015, how will the bank be able to provide this, ? This is just nonsense , how can a scheme that is servicing government employees treat people like this.