Alexander Forbes appears unwilling to issue an IT3A certificate because no tax was paid but they still need to issue the IT3A

I am not receiving an IT3A certificate from a retirement fund payout from a TSW retirement fund administered by Alexander Forbes (AF). AF claims that no tax was paid. Even so I am still required to submit the IT3A certificate. As administrators of the retirement fund, AF are required to provide an IT3A certificate. A full detail of email correspondence below: 01 Sep 2020: tax consultant contacted AF requesting the IT3A 15 Sep 2020: a response was received that the ID number was required which was immediately supp**** 17 Sep 2020: we received a message with subject line "Tax Certificate - CAS-***-L8M6S0" and message "Kindly note this was a surplus unclaimed benefit which no tax was app**** for." The tax consultant immediately responded "May we please have a copy of the IT3 A? Although no tax was app**** for the certificate should still have been sent to SARS." This was sent to ***. We received a reply with the same message but with "which no tax was app**** for." underlined. 28 Oct 2020 The tax consultant again requested the IT3A from ***, which she explained needed to be sent even if no tax was paid. 18 Nov 2020 The tax consultant again requested the IT3A from ***, which she explained "Whether or not tax was paid, I still need a copy of the IT 3 A Certificate(no tax paid)." 18 Nov 2020 For what it is worth I added "Please can the IT3A certificate be issued. As administrators of the TSW pension fund you are paid to do this work."