Refusal to pay out retirement annuity

My mother app**** for her retirement annuity to be paid out. When to Metropolitan branch in Port Shepstone and they gave her forms said after 6 weeks, 6 weeks later called call centre no forms were received. She then re did application and sent it, went to the branch they said she need to reapply. Consultant there said she will receive her money this past Monday and nothing. She called call centre they said no record of application.<br> <br> Nobody at Metropolitan seems to know what the procedure is to have retirement annuity paid out. The branches and call centre are not being helpful, my frustrated mother is currently not working so she needs her money as her debt is piling up. Is there a person who will be able to assist. It is almost 3 months and she is being given the run around each and everyday.<br> <br>