bad service

I have a query regarding my provident fund claim, I’ve submitted my claim via with my ex employer last month on the 25th and I don’t know what’s happening on the background, but according to their website the claims payout is within 4 weeks. But Cleary this is not true because its more than that since I’ve submitted a claim I’ve been calling multiple times but I’m now not getting through. selected an option to be called back but still nothing. This is very *********** and unacceptable.