FUNDS NOT PAID OUT AFTER THREE YEARS

Good day, i am writing this complaint as this is no longer acceptable. For the past 3years my mother has been struggling to receive her surplus money. Either the call centre has captured her details wrong or it is proof of residence nut no one informs her what to do and what will happen next. In April she had to go in to the office on 80 Marshall Street just to take proof of our new residence. She was called on the 12May 2015 and informed that her funds will be paid out in the next couple of weeks. On the 18th of May 2015 she got a call from processing telling her that they have difficulties paying out the money due to her ID nr. She went to the bank and had this fixed and forwarded all the necessary docs to Charles. She phoned on the 25th of May and was told all docs were received but she has to be patient as there are other customers before her. App has been re-sent for assessment WHY? and that she must call back each month to follow up!! THIS IS UNACCEPTABLE!!! All docs have been verified and assessed why is payout not being done?? Her id is *** 086 and her contact number is ***