Much needed assistance

I filed an complaint a few days ago about assistance to an (black) lady who awaits payment of her pension for more than 2 months now. She have difficulty understanding correspondence in writing and don't have anyone to assist her as was mentioned. I worked at the same place and had the same pension plan and mine were paid in 6 weeks. She should have received payment around the 17th of December but was promised just before Christmas that she will have it before end of Desember. Sanlam responded yesterday on Hello Peter that I should provide them with details like her pension fund number and ID but they don't give any contact details to communicate. Come on please!