Poor service

My father did not get his monthly pension and when we phone them ,they tell us that it's been reversed it's the bank's fault and it's not there fault when we keep on phoning them we struggled to get hold of them and the same story over and over again yesterday we went through to see if we can get help at the office we did not get the help what we suspected they told us the money will be paid in it is been approved still no money is in his account it's already two weeks and I think for a pensioner from 80 years old does not have to have stress about money that's why they are there but clearly they are not worrying about the elder people they just worry about themselves and they keep on lying to us because they keep on telling us it's been approved the payment and still no payment has been done and the next payment must be in two weeks time so still he didn't get his April pension.