Difficulties Claiming

I've been having the worst experience with Alexander Forbes. I recently changed jobs and wished to log a claim for my provident fund. I filled in all the paperwork and submitted my claim. On Friday, 8 September, I called the AF call centre for an update on my claim. I was told by the lady that my claim has been rejected due to SARS rejecting my tax directive due to an incorrect ID and Tax number. The lady I spoke with was rude, and constantly coughed and cleared her throat on the call. She mentioned I should call SARS to update the details and when I wanted to leave a feedback survey at the end of the call, the lady didn't hang up and continued speaking with her colleague.

I called SARS and they advised me that my details are all exactly the same and they cannot see any tax directive requested on my profile. I thought this must be the case and confirmed the details with them. When I called AF again, I reconfirmed the details (Nothing was incorrect) and spoke with the same lady. Yet again, she failed to drop the call at the end and continued speaking with her colleagues. Working in a call centre myself, I know that this is done to avoid having a survey sent out at the end of the call.

After having the lady take down my details, around 17:05PM that same day, I received a text message from AF to say that my claim is put on hold. Of course the CC is closed at that time. Upon logging into my AF profile, it now tells me my balance is R0 as if there is nothing on my profile.

Are you able to please assist as I have no idea what to do next.