Complain on provident fund withdrawal

I resigned from the company last year. i lodged withdrawal claim from my provident fund which is administered by Alexander Forbes. I've made several follow ups and went in several times without getting proper update. Till today I have not receive my payment. I don't even know what is happening. I went yesterday and was told that they can't get hold of Bongane or Refilwe who are the only people who can give me update as to when will I get my money.