Extremely bad service and poor customer service.

My brother has been waiting for his payout at Nmg since last year November, we have calling Nmg and they said before month end of Jan 2021 his provident fund money will be paid till today...nothing..when calling the disgrace of a company no one answers...funny how the say they operate from 08:00-17:00...but try calling them..no answer. Is no there no manager or someone who monitors these call center agents? Or should we take this whole matter to the Ombudsman or S'khipha amafiles perhaps? You know how take other people's money everymoth but when it needs to be paid back....no one wants to account for it.