Benefits Assistance

I’m writing on behalf of my step-father, Joseph Moschera. Due to a diagnosis of Alzheimers Disease, Joe was put on long term disability and has filed for his pension benefits. My 85 year old mother and I have been trying to speak to someone at the Benefits office for an update on when he will be receiving his pension. It has been impossible to get an answer. The hold times are often 30 mins or more and the rep who answers cannot assist. They pass us to someone else or promise to call back at a specific time. They do not return calls on the promised date/time and we start the process again. This has been going on for two months now. Does anyone have a suggestion on how to get through to a supervisor who can assist?
Thank you