DELAYING CLAIM

I am writing this on behalf of my mother in law. She has submitted ALL required documents to NBC for her provident fund claim in March already. All her co-workers has received their claims, but her claim is being delayed. When contacting them, they have different stories every time. Last week Thursday when she contacted them yet again after they promised everything is sorted out, they advised her that they do not have her banking details confirmation????? she submitted this with all the other documents. Yesterday when she called again to make sure they received the email they requested, they advised that they will not be able to see if they have received it, she needs to call them today.... When trying to call them, after telling them who she is, the phone call \drops"??? She has been unemployed since her contract ended and is in desperate need of this money? We can't understand why it's only her claim being delayed"