Dont want to pay out retirement annuity

Old mutual why are my late sisters kids taken from pilla to post to claim for their late mothers retirement annuity?Eldest one was called by OM SAMMY MARKS and they even called relatives who are distant that she needs to come and make a claim,claim was made but has not receieved the funds when making a follow upmwas told the other child must make a claim we went to make a claim at OM Mabopane central city and was told he need to make an ID before he can claim a birth certificate cant be used. We have made an ID and went to claim at Mabopane central city last week Friday and were sent back and told we have claimed and when we told them we havent,they issued my mother with forms to fill why not help with filling the forms as my mom is uneducated and those forms are complicated for the kids and my mom to fill? what was so hard with filling the forms for them instead of sending them back to fill the form? pay the money and stop everything coz your staff definitely dont want to work