Poor service Withdrawal claim

Submitted withdrawal claim with them end of July, never got sms nor email acknowledgement. Mid August made follow up call and was told All Claims of my former employer were put on hold and only God knows reason. The lady on a call said she will escalate to her manager, no feedback still. Called again and I was told same story that they are busy with two pots claims. Sent an email to this day havent received feedback(although they have 48hr turnroud time for mails).01st October made another and guess what they want tax directive from me,not my former employer and not even them completing that form. To think my current employer invests with them makes things even worse. If they cant assit us whilst we are very much alive, what more can they do once we are late and have to pay our beneficiaries? They claim to process claims 4-6 weeks and we heading for 3rd month