No pension fund

My granny received a pension every month and never had hassles until December 2014. In January my granny didnt receive her pension and we have been phoning and send forms in and until now we still havent received anything and February again no pension, she is still waiting for Jan & Feb pension money & there is always excuses when we phone in and this is unexceptable. Soon it will be March & still nothing. Is it really fair to treat an old lady of 76 this way??? To top it of the forms we send in January we were now told that they cannot accept it as my granny must sign the forms and we told them that is why there where finger prints & affidavit attached as she is paralyzed on her right side. And she insists she requires my granny to make a cross next to the signature part, i honestly think that is plain dumb. when is she going to receive her pension? and we also get told they dont accept emails and we have to call in everytime. we already completed the Z894.