Pathetic Service to an Employee

AN EX EMPLOYEE of the company needed help with his Withdrawal of his Pension Benefits.after Numerous Calls to HR and emails ,NO Help was forthcoming.They want the client to do that on his own.He is NOT Fami**** with the process and does not have access to Smart Phone or Emails.So i wanted to help him,But they Refused to give HIM Details of the amounts. I just feel that its pathetic service to a dedicated Employee that helped with Profits for this company ,for over 10 years.