Slow service delivery

GEPF has poor service delivery I submitted my late mother's documents for a pension claim on the 4th of December and it was sent back to the HR of Western Cape Rehabilitation Centre because apparently they couldn't see the documents clearly. We have been waiting for almost 3 months now and we keep getting different feedback from the different consultants some to which seem like they don't know their work because each time aunt, cousin or I call they say different things the first time I called at the beginning of the month I was told there would be payment made on the 15th of January since the case is an urgent one because I have a little sister that has school fees to be paid and house related things to be paid. Last week my cousin called again and she was told that the claim should have been by SARS for all the necessary deductions but today I called and a different consultant by the name of Luwisa said that the claim hasn't yet been transferred to SARS and that it's still in calculations, mind you it's been in calculations since the 12th of January and it seems like there haven't been any movement from there because each week I or my family call and each week we receive hope and only to be disappointed the next week we call and my biggest worry is my sister's school fees that have to be paid before she returns back to school. We are told this claim is being treated as an urgent one but judging from how long we have been waiting it doesn't seem like it. Urgent claims are supposed to be top priority to satisfy the client but GEPF seems to not know what urgent means. I am extremely disappointed in their services.