FNB Umbrella fund customer service non-existent.

The company I worked for decided to take out an umbrella retirement fund with FNB. I resigned from the company, so I had to claim my retirement contributions. I completed the forms and attached the necessary documents. I asked the broker how long this will take, and she informed me 6 to 8 weeks should the documents be in order. I have now requested a few times for her to verify if the documents are sufficient. I have also asked for a date as to when payment will be made. Since leaving the company I have had zero feedback from her. Last feedback I received was on the 26th of September. I feel that this is completely unprofessional.