Provident Fund with Alexander Forbes +- 30% less than invested

I was working at Fidelity-ADT Services. When I resigned and received my Provident Fund, I received around 30% less than my monthly contribution. I called Alexander Forbes a few times, to speak to a consultant who can explain it to me and no one, after a month has called me back. The 1st time I called, the consultant couldn't find what I was talking about, and it was clearly that he did not have the knowledge to explain to me. I was about 15 minutes on the phone with him, and he did not even have the information in front of him. I asked him, if this is a free call or am I paying? He told me I am paying for the call. I asked him to call me back, and he promised to call me, but did not call me back. My question to all the big companies out there, how can you invest your employees money with Alexander Forbes and loose about 30% of their investment?