Very bad service

Hi. I m very much disappointed on Alexander forbes as a big name and can't get to conclusion to pay my provident fund. I was retrenched last year(2025) september by my company Pack n stack and in short have provident fund with Alexander forbes.since I send my withdrawal forms and all supporting documents I haven't receive any payment and when checking on the app the fun's keep on reducing. When I query it they said they don't know how long is going to take the so called section (14) and they said it going down because of market value. Since I ve been checking from last year it went down with about R6000. Which I need more as I m not working now. I intend to lodge a complain with Ombudsman tomorrow if they don't come with the solution to give my money.