Pension fund

I left my previous employer in July 2015 and Alexander Forbes was suppose to pay out in 4 to 6 weeks but nothing happened. I called spoke to Lee, she advise me that I needed to send a confirmation letter from the bank along with ID copy. I did that on the 15 Sept 2015. I then called again to confirm that they have receive my email and Gugu confirmed that the email was received. I called on the 22 Sept and was informed that the administrator has submitted my claim for payment and it will take 2 to 3 days to pay out. I called on the 25 Sept I was told the the same and because of the public holiday I should expect payment on Monday 28 Sep . Monday comes nothing I called spoke to Bongani I was told that it's 5 working days for payment to reflect. I sent emails no responses it's 5 working days later and still nothing. I now want to take this matter further because clearly Alexander Forbes has no intentions of paying.