7 Weeks and counting for provident fund payout !

I resigned from my previous employer and my forms for my Provident Fund withdrawal as a cash lump sum was submitted by my HR to Alexander Forbes on 23rd June. On week 4 i started to follow up where i was told that they are awaiting my old HR to clarify some issues. My question is, why send an email and wait so long ? Telephones out of order ??? I called again last week Thursday, and i was told that my old HR did respond and that i must call again this week Friday to follow up. Your sms systems not working to keep me updated ? Your emails out of order to keep me updated ? I'm confused on why i have to keep on following up. And when i do call, i need to hold on every single time for over 30 minutes. We are now at 7 weeks waiting as of tomorrow. I need this issue resolved ASAP and awaiting feedback !