provident fund

I have been to alexander forbes in sandton. For the past 6 month and i have not been treated fairly when i call the customer care consultant tell me that they don't know which forms they need to provide to me regarding my late husband provident fund ,when i get to the institution and speak to the consultant i wait for 3 hours without any clear understanding from the consultant, i then ask for the manager the was no manager to assist then the team leader was sent to me to assist i ask for complain form and i could not be help as she did not know she then promised to give me feed back the next day till today no respond my emails are not being answered when she has promised to give me feedback the next day it has been 3 weeks now no feed back. since july 2023 wanting to claim the provident fund of my late husband no clear assistance at all.