Not paying retirement money

My mother has taken her retirement and Sanlam is providing a bad service and they are not paying her the retirement money she saved through them. We suspect the reason for this is because she refused to still keep her money there and let them pay her every month and wants her full pension. She went to their offices yesterday and still left without any help. How the hell does Sanlam think my mother is surviving at the moment when she has no income, she has no food she cannot pay her bills and Sanlam is treating her like the money is theirs. She was even thinking of saving some of the money with them but now because of the poor service we are currently receiving she wants all her money and nothing to do with this pathetic company. Not even a funeral policy or insurance policy Sanlam is really pathetic.