Non Payment of death claim REF NO.***5

I submitted a claim for my mother who is 75 years old and she is using a stick to walk in August 2024 and in October I received a call from GEPF that I must submit a copy of her ID card because I submitted a copy of her ID book,as I could not find her ID card she app**** for a new ID card and it was submitted in December 2023 and we called to check and they said it is received on the 5th of December 2023 since then no payment has been done and when we check we are told to call back the next week if the money is not received.Now I am told her documents for claim has been filed and she has to submit a new claim.When I query them they told me they cannot go and take that file I must take my mother who is a pensioner to a taxi to Polokwane to submit a new claim.Meanwhile Khuliso who is working there was the one calling me every week to say they want to pay the money and they are waiting for the ID card but suddenly after receiving the ID card the documents are filed now in February 2024.I lodged a complaint with their office of Ombudsman and they gave me forms to complete and they received the forms and when I do follow up of the complaint am told the system is not working they do not know when the system will be back.When I ask to be transferred to the supervisor am told he or she does not talk to clients,so I don't know where is their service delivery and BATHO PELE Principle