Provident fund payout

For several days we’ve been trying to get assistance with my mother’s provident fund payout and couldn’t get any straight answers, she retired on the last day of November 2020 and a claim was made since, however we have not been contacted and there hasn’t been any money paid to her account, the only information we get is that a payout will be made as soon as the first SARS submission is done and that is within a 48 hour time frame (which was on the 5th of may)I have recordings to prove this, today is the 14th and we still get the same response. I am not at all happy with the outcome and their customer care experience has been horrible as we spend a lot of time holding and not getting any useful information. There’s no clear explanation as to why there hasn’t been any fruitful outcome and why my mother isn’t getting what’s due to her.