Pensio withdrawal and Poor service

I submitted my pension withdrawal claim last week and followed up with a call to confirm if they received my claim and I was advised to call again today. Today I was on hold for almost an hour, and no one was willing to assist, I was told that my money is not under the pension fund nor the preservation fund and they would call me back to advise me of the process and the documents they want in order to assist. they haven't called me back, they haven't honored their 48-hour turnaround time, no one seems to know how to assist with a normal withdrawal claim, and no one knows the correct department to send me to, someone please help as I don't have money to call them I am frustrated beyond the word to frustrate.