No proper feedback, delays payments

I left my previous job in August, I submitted documents way too early mid august to move my funds to my new Employers funds administrator and withdraw some of the money. They told me they only logged my claim in september the 9th, i understood and waited, today my claim is still on the same stage, nothing is being done, i have called them 3 times already, they always say they escalated but no feedback from the back end? who must follow up with their back end? I am honestly very dissapointed in them in AF, i will never recommend this **** of a service provider to anyone. I would just appreciate honesty, tell me what the actual challenge is in the claim instead of giving scenarios of what could've happened, it just seems you guys are not sure of what you are doing, utterly disgusted by how you are treating your customers, even if i have a chance to come back to AF il never do it again, you suck!!!!