Unpaid claim/bad service

Very bad service. I am really not happy with OM service structure from January I've been sending out emails with my mom's documents for her provident and pension fund up to this date no payment has been made the last response from them was on the 23rd of May when they were acknowledging the claim and they asked me to send the ID copy and they said the claim has been sent through. Its now July no feedback and the money has not been paid out even on my last email I even wrote "Please see to the documents as this is over the 6th time I'm sending them to you with no positive feedback see to them or further steps will be taken"their response was that they have received the documents and they sent the claim through.Still nothing up to this far.