No service delivery

I submitted my 2 pot claim on the 4th of September, for weeks the status was on assessment. Only when I queried last Friday was I told they did not have my documents (which was all uploaded when I claimed) everyone else who app**** with me & after me have already received their money. My emails are ignored, when you call in you are put on hold for hours. I will be submitting a complaint to the ombudsman & requesting from my employer to assist me with withdrawing from your fund as you are withholding my hard earned money from me.