Pension Refund not paid

I have never experience such a bad service in my Life, my claim for my pension fund still not attended and it been a month, I have been calling them every week still same story, I have to hold for 30min before you go through to the consultant, I initial spoke to Ashley the claim consultant and she confirm that she has escalated the matter and the following week I called again spoke to Sol same thing and today again called spoke to Sol same story he apologies and just confirm that he is escalated matter but still not resolved, keep that in mind am using my airtime.. The don't call back or sent you any sms to just give you Peace of mind or assurance that they're busy with your query or claim, this is my money and it sad that I have to hussle this much to get my money back, the service is pathetic and consultant just are just mumbling as they don't know what to say... Am really ****ed and annoyed as I need to pay my kids school fees but I can't get someone that will help me, I asked Sol to speak to manager not available amagine ????????????all they said for the past three weeks I have been calling is they made a mistake on their side, but my question is why is it still not resolved, I have been understanding the past three weeks but now I feel like they're really taking me for fool