unpaid provident funds

so disappointed with the service and disrespect the company is giving our parents , my mother has been sent up and down for more than a year now and counting she submitted everything that was required from her to process her provident funds. till to this day we don't know what's the hold up we call every single day using money we don't have and still no one is willing to help, we spoken to a number of employees from NBC Lerato, Kgomotso and Doctor still they're giving us a run around,