Unsettled matter

My mom opened a case in January 2021 against her former employer. She submitted all the documents that they have requested and she was told her case will be handled by Mr ngwenya and he will be in contact with her but until to date she hasn't gotten help from him. There was a time that he(Mr ngwenya) called my mom and I asked her how can she help her but amazingly he received the matter but he still ask my mom how can she help her. We called numerous times to make a follow up and she will be told the ngwenya is busy so he will call her back but he never does. We then escalated the matter to the ombudsman but still we didn't get help. It pains me cause my mom went on pension in June but they still deduct her money but they can't assist her