Non payment of pension fund

At the end of March 2017 my father officially retired with the Department of Education, to this day he has not received his pension fund and does not have access to it, when we call the department or call centre they always promise to give him access to his monies the next week but this never happens. It is almost a year now and the family is financially stranded due to this. Pension number: ********** 3 Persal number: ********** 9 ID NO: ********** 830081