Pension payout

I am sending this message on behalf of my wife. Can someone please help with regards to her pension payout. She has been trying to call the payment office from January and has little to no confirmation to when her payment is going to be made. Initially the papers where messed up, now its sorted and she is still waiting. They say any time after seven day, which does not tell her much. The cost of phoning every alternate day from a cell phone, to waiting for 20 to 30 minutes for a operator to pick up the phone, to be told that she must just keep on phoning back, is quiet frustrating. Can someone please help with regards.