Momentum delaying payout for no reason

Not a good experience at all so far, ex employer made a request for my mothers umbrella fund to be paid out a month ago already, they keep making the same excuses and saying there is a process that needs to be followed after my mother explained multiple times via email and phonecall that she needs the money for rent at the end of this month, all the documents and info were already provided a month ago so if they actually wanted to the money could be in tomorrow, yet they keep delaying and not doing their jobs, can we please be put in touch with someone competent from the correct department that can help speed up the process, the latest excuse is tax clearance which they say can take up to 20 working days, the amount isnt even big enough to be taxed it is under 10 k, absolutely ridicilous, I mean the fund is supposed to be helpfull in emergencies...