Review Widow's pension

came to the pensions office in September 2017 to enquire about my pensions which was stopped since 2001. After going through all the formalities and submitting all the required documents, I was assured I will get my pension paid on the 6th October 2017. This was to be back dated to 2009. But as of today 3rd December, I still haven't received a thing.
I have tried to call the pensions office so many times, the phone just doesn't go through. what does one have to do honestly to get what is rightfully theirs? Is there anyone working in those offices at all?