no response,lines always busy

My granny asked me to send her information since she is one of the people that never claimed 1.. the FAX number they provided does not work 2. been calling the line for the past 2 weeks and I call and sit on the for more than 2 hours with no success. 3. no response from the email m so disappointed , I don't have money to keep calling amillion times over something that rightfully belongs to my granny

my contact : ********** 014