Pension fund

I have been calling Old Mutual about my sister's pension fund and I have been getting a run around regarding the claim. We have submitted everything on our side and they called and said it was approved but now when I call they said there are outstanding documents from my late sister's employee. I communicated with company they said they rep**** to the email but now you guys says you gave not received anything and that we must wait. How was it approved then suddenly there are outstanding documents. Everytime I call now I'm given 48 hours to wait and for that I'll have to call for the feedback.