Horrible service from such a prestigious company

I logged a query on the 21of Aug to date no one has called me back. Calling is an absolute waste of time you will never get to speak to anyone. In March my savings was sitting at 106K in July I resigned and yet my payout is was only 75K explain this to me because from my knowledge provident fund is taxed at 18% if my savings was 106K in March and months later I claim for withdrawal how on earth is it way below 100K?? What hapnd to the rest of my savings. I want a full statement or i will legally take this further.