They do not deliver since 2014

My husband passed away in June2014 working at SAPS in kokstad as a warrant officer I have done the claim since July 2014 in 2015 july they payed me leave gratuity but after that, they were supposed to pay me windows pension when I call them they said the file is at Pretoria national then I call straight to pretoria find the office called SERVICE TERMINATION OFFICE where I find Ms Mabatho who is working with a file now each time I call her she tells me that there are documents that i have to submit or tells me that the ones i sent are old. The worst part is that they dont call me to update me. I am the one who has to call for the follow up. Why they wait for me to phone them? They promise to update me but they don't do that. My children are suffering and they do not care. Why they let the documents to get old. Why they dont process it immediately, its been a year and some months now no progress. I dont know if my kids will be able to go to school next year.