No communication

My husband passed away in January 2020 of a terminal illness and i app**** for his provident fund February 20 as he passed away in service . I submitted all required docs including affidavits and letter of authority. Up until today i have had no correspondence from Old Mutual. When i do contact them telephonicly there response is that nothing has been done on the account and it would be escalated to the team leaders but with success. I have sent emails to various dept within Old Mutual but is rep**** with an automated response. Why is it that they need 2 years for an investigation if all docs was submitted .