Exploiting the people who grieves

My dad passed away almost 3years ago we informed Stabilitas and my mom met with them in January 2018 we handed all my dad's documents and we even made payments for the transfer but nothing has been done we must contact them and send documents via courier so my question is when will things happen and where can we report this company my mom lives on pension and they always have a story when you call maybe it's time I inform the EFF so things can happen because they got paid already so what is the hold up anybody have info pls shared it's frustrated