Pick n pay claim

I'm writing regarding an employee at pick n pay Northgate Mall.

The employee is Kelebogile but they call her Lebo, she works in the wage department.

In July my mom who Cecilia Gumede submitted a claim for her late mom who is Sindiswa Barbara Gumede who passed away on the 28 June 2021. The claim was under pick n pay- it was the parent benefit claim. Lebo was suppose to submit my claim in July as I was there at pick n pay northgate mall to give her the documents but to my surprise, she has not done so. My mom sent a WhatsApp message asking her if she has submitted the claim, this was 2weeks ago which is September & Lebo responded what claim is she talking about, than my mom told her that the parent benefit claim that she submitted in July, Lebo responded again in saying she forgot my mom which is Cecilia Gumede was supposed to remind her about the claim. There are other employees who their parents passed away after Cecilia's mom but they have received their claim, what is happening with Cecilia's claim for her mom - parent benefit (funeral)this is so unfair it's been 3months now, we still awaiting for the claim to be approved where else it was submitted on time. What is the turning around for parent benefit claim at pick n pay or not everyone gets it but what I know I was contributing to pick n pay.

What annoys me & my mother about this, she's unapologetic

Please solve this matter, my mom needs her money. This is because of negligence of a certain person (Lebo from wage) who dosent take other people seriously.