Waiting for pay-out

My wife is waiting for the pay out of her provident fund. Three weeks ago she phoned to find out what is happening. The person informed her that they are waiting for a letter from her previous employer. They said that once they receive this letter it would take 24 hours to get clearance from SARS and 48 hours for they payment. The letter from the previous employer was send the same day. We phone and they said that everything is in order and they will send it to SARS. We waited a week and nothing happened. We phoned again, they said they are waiting for SARS but if the pay-out didn’t happened by that Friday we should phone again. Nothing happened so we phoned again, again they said they are waiting for SARS but if nothing happened by Friday we should again. We are still waiting. You can only speak to the call centre operators because the supervisors are ALWAYS in meetings. Maybe they must have less meetings and do their job. Can someone that can do something and don’t just give us the same response please contact us.