4 Months of waiting, THIS IS RIDICULOUS

My mom has been waiting for a pension fund payout since, April 2015. Its almost end of July already and she still has not received any correspondence in this regard. I called Liberty Life last week and was told to the funds will be in her account by no later than the 20th July. You need to understand that she is an elderly lady and cannot call the call centre herself without being sent from pillar to post. This morning i am told i have to contact the Mapec brokers for further assistance. It is almost 3 months of waiting now and unless i follow up myself, i bet this will take another 3 years before she hears anything from anyone. Liberty Life is just the worst ever. It cannot be that difficult to process a claim. I need this resolved ASAP, because the longer we wait the more of an inconvenience is caused for our family