STILL NO PAYMENT AFTER 3 MONTHS - NIL CONTRIBUTORS DIVISION

Thobeka Khumalo from ICTS Tracing Services confirmed that my documents had been submitted to *** on the 28.03.2019 for my fund to be paid out to me. Its been 3 Months since then and every time I try to follow up with Alexander forbes (NIL CONTRIBUTORS DIVISION) they tell me they have not received my documents , or they are busy with it BUT they don't even ask me for my ID number to confirm the status of my claim.So how can they say this if they don't even know who they speaking to. Clearly these agents are not interested in assisting as one the agents had the nerve to tell me that they deal with a hundreds and thousands of these claims and they will get to it when they can. THIS IS ABSOLUTELY PATHETIC . I NEED PAYMENT ASAP AS ITS BEEN 3 MONTHS AND THE TURNAROUND TIME WAS INITIALLY ONLY SUPPOSED TO BE 4-8 WEEKS!!!!