Poor Service Delivery

My father app**** for his pension on the first week of January,and we have been getting the run around ever since. the call center people say that they haven't received the claim forms. fine I go back to the employer and he tells me that my father is now off his payroll and now on old mutual payroll as he was on disability. how long does it take to get a person off payroll???????????? even today the claim hasn't started!!!