Delayed Pension Withdrawal Claim

My previous employer has submitted my full pension withdrawal claim ( not two port claim), issue here is no response from fund representative- Tlou Mphela, documents sent 3 days now but still not captured on the system, when I phone contact center today, let alone respond to emails sent, the call actually took over 30 min due to had to hold while info is checked and while holding Tlou was contacted and she advised that there is missing information on the forms, which I am 100 percent sure nothing is missing. If there was why wait for my call and not advise the Company employee benefit representative that sent the form.