Claims not processed and claim status removed

I need help with Alexander Forbes, payment for my withdrawal funds. I have resigned with my previous employer and had all my forms completed and submitted to Alexander Forbes. I got a confirmation message from Alexander Forbes on the 30th of May confirming reciept of my claim and that payment will be done once the last contribution has been received from my employer. A week later i checked on AF Connect. Status showed it was processed and waiting for tax . A week later status is not showing anything and I sent emails enquiring I get automated responses and one email specifically saying they can not trace the client and I must provide my particulars. I have been doing that for the past 2 weeks no response. The system right now doesn’t show progress of my claim and I'm in the dark. My HR showed me a week ago that the last contributions were made to Alexander Forbes on the 3rd of June already