Pension Plan Maturity - Consumer Complaint for Eternal Plans Incorporated - Head Office

My Mother's pension plan was supposed to mature on July 26, 2019 with the Contract No. EP-0000001665, I contacted Ms. Marie Santos and she told us to wait 6months-1yr to process the said plan. After 3 months I contacted her to ask about the plan of my mother, she just answer "On process pa po Mam, tawag nalang po kayo ulit, basta po complete lang yung papers na pinasa mo". Then after a month, i call her several times but she didn't answer her phone. I've been doing follw-ups with Ms. Santos still no response regarding with my mother's plan. I've been contacting them on their main branch too with their updated telephone number, but still they didn't answer my call. Since 2019 still no update.
I am very dissapointed with the claim procedure of Eternal Plan Inc. I need the status of my mothers Life plan. It's been a year ago, until now no update. I already send all of the requirements they ask.

Please do the necessary action.