LACK OF EMPATHY - PROVIDENT FUND PAY-OUT

My husband and I have been trying to obtain a provident fund pay-out for almost a year!. During the covid-19 pandemic where one would think priority would be given to pay-outs as most people have been in financial hardships no assistance has been given at all! we've logged a formal complaint via the website where a promised turn-around time is given and also nothing! extremely disappointed