GEPF exacerbating poverty over the survivors

A neighbour of mine, Mr Mzamani Abel Makhubele, ID *** passed on. Apparently he was on pension but now the family has a challenge in getting the monthly pension payout due to them from GEPF.They went to do paper work almost a year ago. Now, when they go to Thohoyandou (Venda) office, they are told things are blocking in Polokwane office, when they call Polokwane they are told staff in Venda are the ones to assist. I even tried to send an email on 20 October to enquiries@gepf and the automatic response was that they will revert to me in 7 days. The family is now destitute with no income and the guys (gepf) who are supposed to assist are not helping. There are school going kids to feed, and no one is working in that family. Kindly assist.