Retirement Claim/Refund

For the last 3 weeks i been given the run around on my claim payout. I have submitted all documents through my previous employer and was told that my payout will be on 15 September 2017. Then a week later i called in and was told that it was rejected due to my surname on the form and the bank differs, which is utter nonsense. I submitted a copy of my ID and bank details, and i had to follow up again after 5 days to ensure it was received and attended to and yet to be advised that it has not been attended to by Wendy. She then advised that she will get a senior person to contact me, (Still waiting been a week now) I have left several messages on your stupid online machine that does not give me the option to stay on the line cause i want to . I called the operator and asked to speak to a senior person and then i get put through to the same hotline that wants me to leave a message. If i do not get a response within the next 2 days on when i can receive my funds as you have no legal obligation to withhold my funds, i will report you the Pension Fund Adjudicator and Ombudsman. Its been almost a month that the payout was supposed to be processed.