No Pension for Mother

My mother received her last pension in September 2014. Although we've tried to contact the Fund, no phone number on correspondence were working. Somebody gave us the following numbers: ***(fax). On the 5th of December 2014, we spoke to a lady which informed us that my mother must send in proof that she is still alive so that her pension payment could be reinstated. Nobody informed, phoned or send us any notifications in connection with the above. On the same day we faxed to them: a certified proof of life and copy of her id