Poor service by old mutual

My dad just went on pension and the pension fund is held by old mutual. Its been 3 months now and he haven't received is pension. Old mutual is busy sending him from pillar to post. Three week back he talk to the lady ( G Marate) and she sent the form for him to sign. He signed and i send them back same day. He was advised that it will take 48 hours to process his funds. Last week Thursday he call her again and they say another 48 hours. Today again they are still telling him about 48 hour. When he ask for the manager they refuse. He is frustrated because two weeks back his mother pass away and i had to take up a loan for that. Now he will loose his offer for the house if he does not make payment by Thursday. The employer have done everything they needed to do, so what's the delay. Is him money after all, why can't they pay him. This is really a bad service from the financial institution. I means he work for more than 20 years for him to ask for money from family while he have his pension money.