Sanlam Fails to process my Son's application of his fund to be paid off

Hello Peter ***3 I need assistance regarding the trust fund that was left by my husband as a pension fund when he past on. The half of the fund was already claimed and now the only fund that is left is for my kids I tried to claim for my son last week but the report that I get is we should fill in forms and start over the process again and but before I was told that I should submit bank statement and I'd copy of the claimed only to find that things seems to be different from what we were told before and now my son struggles to be assisted they don't even call us .This money is a pension fund from ABSA Bank. The assistance who was dealing with the Metter before was Kago Motshepe at Sanlam Please help.