Two Pot System Claim Frustration & Disappointment - Alexander Forbes

I am a member of Alexander Forbes Provident Fund, I must say I have never been this frustrated and disappointed like this before with this type of service, if it was up to me I would opt to move my provident fund money elsewhere. I logged a claim for two pot money on the 4th of September 2024. After 2 weeks when I checked the status of my claim there was no movement, I went couple of times to their local office in East London and they would put me through to their call Centre where you hold almost an hour or more before you get assistance. When I finally went through I was given an explanation that did not make sense that the bank rejected my payment due to my surname. I was requested to send my documents (ID, Banking details and Marriage certificate) more than 6 times. I went to the bank to enquire about this rejection of my money and I was told there is no such thing and the bank tried putting me on the phone to Alexander Forbes they hold to no success of going through to their call Centre. On their AF online my claim closed and state payment made on the 20th of Sept but to this day 15th of Oct I am yet to receive payment. I have been phoning their call Centre every day since 16th of Sept and I keep on get different stories. 1 person would tell me claim is rejected by the bank and I resend my documents, another one would tell me the system is still attaching my documents I must wait 3 days for my payment, then when I call the next day the other person tells me they cannot see my documents I must resend them. My colleagues are also experiencing the same issue some are not even married but same stories send documents or bank rejected your payment. On the 7th of Oct I went again to their East London local office again I was put on the phone through to their call Centre and I could not get through. I was chased away and told there nothing they can do for me the payment was made I must check with my bank and they are knocking off, the lady even hold door for me to say I must go. The worst part you do not even get a reference or case number when you call their call Centre. Today when I phoned and enquire about and when can I expect payment I was told they waiting for the system to verify my documents and they do not know when the payment will be made. I am not sure what else to do now because I have been running in circles with no success and hopeless with the service of Alexander Forbes.