Provident Fund

My father has submitted his claim on the 25 September 2020. When i follow up they said he was contacted on the 24 November they couldn't get hold of him, they wanted to verify before they can proceed with the payment. on the 03 December 2020 they phoned him and they said he needs to submit his application again because all the documents he submitted its not originals he submitted copies. I spoke to Thandiwe in Cape Branch she said the waiting period is going to restart meanig this going to be regarded as a new claim. I am not accepting that my father needs that money we are very hungry. The person that is recieving the documents its his responsibility to make sure the client has submitted the correct documents before they can the documents to Joburg. My father is very old he is not educated they were suppose to check the documents he handed in.