Frustrated with Retrenchment Claim

My retrenchment claim was processed and approved in February however to date no payment has been made into my account. Despite my numerous calls to the claims department I don't even have a reference number. I have been receiving calls from collection department, being charged for emails, calls etc and I am not at fault. Who will reimburse those funds? I called Monday the 29th of March 2021, querying the installments, agent advised there is a technical problem therefore payments didn't go through, she asked a lady from Finances by the name of Carol will contact me and assured me a immediate payment will be made into the account. To date no called was received or payment. I had again yesterday and the agent didn't mention the technical problem when I mentioned she says I am not sure if the problem has been resolved, no communication given. She will be sending an email to someone in finances to follow up and contact me back. But I don't hold my breath for someone to contact me. I now receive an sms saying Immediate payment to ensure my TFG retrenchment plan cover remains active. This is ridiculous, there is no communication or every agent you speak to has something different to say. Who can I follow up with? How hard it is for a payment to be made into the account?