Tax help

I needed assistance for my tax certificate itr3. I have contacted Alexander forbes and they said that they only provide it when your provident fund is withdrawn.

Now they have submit one aswell also. Like I saw it when I filed my tax return now Sars is owing me a refund but I won't be able to get my money because of the outstanding document. I called my hr department they advised me to contact a 3rd party I'm tired of running around.

I need help please