No service transparency

My father have been waiting for my pension fund to be paid out over a month now, when he contacts the Financial advisor he can never give me proper feedback as to why he is waiting so long to get my money. A person needs to pay bills and live from this fund but people seem to not care. He is furious about the service he has been given at liberty whereby he can never get answers. I want a official to contact him telling him what is going on. I want this to be sorting out today still for My father is not technological advance.