pension pay out

My daughter in law are batteling to get her money paid out to her. We logged a complaint against capitec just to find out that the problem is with old mutual. On the 22 August they said payment will be made within 5 days an a garentee was giving that it will be paid in by the 31 August. Then on 31 August they asked for another account nr and then it will be paid out within 48 hours witch still has not happend