bad service

My mother used to work for bidvest cleaning services also known as prestige. they submitted all the necessary documents to NBC in may called the offices around june they said i should call again around july which i did. july they said the money will be available end of august, i called again yesterday now the consultant is telling me that they haven't captured anything on the system wheres the one i spoke to on july said the claim is being processed. can you kindly help as it has been 4 months