5 years since GEPF payed out my grandmothers pension funds

In 2019 my grandmother died. She worked as a general worker at De Rust primary school. Within the first few months we app**** for the funeral fund, medical fund and the pension funds. We waited more then a year and didn't receive any response. We emailed them to find out why the funds weren't payed out yet because according to their policy, the medical funds would be payed out within 72 hours of receiving all documents and after that the rest of the funds. After that we waited for a months and then communicated with them to find out what the hold up was but their was no response. We then communicated with the Ombudsman and he communicated with them. They then responded and told him that the case would be handed to KIA the agent and gave us a reference number. But since then we haven't received any response from KIA or the people from GEPF. It's almost 5 years from 2019 that we have waited for the funds to be paid out.