GEPF: Shocking disregard for the elderly in suspending pensions

I am shocked at the complete lack of service from GEPF. For two years in a row they have suspended the pension of an 88 year old friend of mine, despite me having submitted all required documentation timeously. I have sent over 20 emails and made numerous calls to them (the last, on 10 July took 41 minutes, mostly on hold). Still they have not reinstated the pension, now for 3 months. They do not answer emails, emails bounce back despite my sending from 3 different email addresses & TO 3 different email addresses. Their online documentation is 2 years out of date (2022). If this is the norm it is another example of our government's complete disregard for the elderly.