Bad service regarding Pension Redress

I'm really disappointed in the delayed process of my mother's Re-dressed Pesion Claim. Since 2012 it's been filed and this year June we were asked to submit SARS documentation, I did it (as my mom's administrator because she is 72 years old with a hearing problem) every month I called and are helped by different consultants who are also not informed about the delayed. At first they need a directives, next month it was processed, next month it shows the application was approved and money will be soon available, next month I must call for payout date, until last month they told me that the system must update all the application again and that they not sure when my mom will received her payout. It just sound plain *****. Doesn't they plan, budget and set gaols. It's tiring to call in and explain to multiple consultants and they all sound uninformed and blame the system. My mom worked very hard for this money, she is old and want to enjoy it before she passes on. The delay is unnecessary and no communication of feedback are received (why take numbers if you not gonna call). I have filed a complain to customer service and till today no feedback, shows the lack of professionalism and urgency of this big well-known company.