Government Employees Pension Fund, the werse service provider ever

My friend and his wife got their final divorce on the 23 February 2018 finalized, we then did send all the documents off to GEPF by registered mail on the 07 May 2018, everytime we call them on ********** 669 they acknowledge they did receive everything, nothing is outstanding, but they keep on giving us the same explanation it is with finance department and they dont't know when it will be finalized, how is this possible?