horrible service

My dad who is a pensioner was called by one lady in 2017 Oct that there is money due to him from Electrical Company that he used to work for and they emailed him the forms ..quickly he filled them back and sent them with attached bank statement around the 7th of Nov...and he was told that it will take 6 weeks to pay out ..end of 2017 I called and was to told it will take 6-8 weeks .So this week I called and this nr ********** and they still say the documents were not scanned and the money will be paid by the end of Feb so it is going to take close to 4 months . He is frustrated as he used his pension money for other things thinking he will get extra money that he was promised .. they gave him false hope .