Widow monthly payment not received

Last week I contacted the office because my Mom didn't receive her monthly pension. Called and called then they promised to call me back. I waited till today. Sent emails to the office still no reply. My Mom is a widow, today is 30 June no payment received no feedback as to at least acknowledge the query or give feedback maybe they have a problem of some sort. Nothing. This is inappropriate. This is not 1st time the payment not received, it has become a habit.