Poor services

I have complained previously about that my wife is trying from last year to access her pension fund. Theres always some problem, always some excuse to delay the payment. My wife needs to phone the department every week and they tell her all is fine. They even gave the 15/04/2015 as a possible date for the payment to be made. Today when she phones them to confirm the payment there seems to be another problem. What's going on in this department? And how can we get this issue?