Srung along customer

I have logged a compaint but it seems i get ignored. I got a mail on the 7th of November saying all documents are in order no outstanding documents. Just to find out on the 14th that the tax directive just got back. At first everything was there but now there is a problem. I have been parchment now i have to wait another 4 to 6 weeks. Nobody gets back to you. If you call they can't give you thie information i need like the tax deduction or the payout amount? The prosess justt gets longer and longer. But when I pay the provident fund you didn't have a problem taking my money it is easy to collect but when it comes to giving me my money then I get srung along. I am so tried of waiting. Can you I have an answer before end of business today