Unwilling to help

On 20/12/2018, I called the AF call centre to arrange to have my fund paid out. The company that I worked for failed to provide me with any forms to release my provident fund and told me to call AF myself. When I called, I was told that someone from the Admin team will call me (they were no longer at the office at the time of my call), and arrange from there. I missed the call, and they sent me an email to call back.

Today, I call back and a consultant by the name of Zenzele tells me that I MUST contact my old company because it's an online submission, and that there is NO OTHER WAY AF CAN HELP ME. This can absolutely NOT be the case!!! What putrid service from a company that supposed to be more reputable than most.