Provident funds withdraw claim

submitted all the provident fund withdrawal documents on the 16 September 2015 and I was told that the process takes a maximum of 12 weeks as per the county's Labour laws. Upon enquiring 16 weeks later, I am still told what i was told 13 weeks ago that no one has processed my withdrawal claim till to date. This is totally unacceptable and frustrating. Can someone do his/her job please. No one is available to take my queries all you get is a reference number for the call (***). I sent an email to laurain at Edcon's HR contact centre but no feedbank the only thing I get from call center is my claim is not yet processed. The hr /provident fund's department service is very poor, and is like all you have to do is wait do to the attitude of the department and feedback. I dont owe edcon anything so can someone do his/her job n pay me my money please. This is a complete bridge of contract and promise that the withdrawal will be paid in 12 weeks. What happened to service delivery?