Poor service| Withdrawal claim...infact no service at all.

My mom has been been trying to get assistance about her Provident Fund for almost 5 weeks now. She has called and emailed but still no assistance to date. no one picks up the calls and if they do no one thinks to get back to her. I am so disappointed about the terrible service. The consultant that was assigned to assist has apparently been on sick leave and didnt bother communicating this prior. Shouldn't she have been assigned someone else to assist in her absence?. They take longer 48hours to respond that's if you're lucky enough to get a response. Very disappointed and quite upset at this point.