GEPF, unreliable!

An application for a change of banking was submitted on the 11th of January for a change of banking details, they confirmed receipt in January, it's the 15th of March today & its still not finalized. Called the call-centre to speak to a Samantha (surname not given), who said the process takes 30-60 days to be completed. I tell her it's been 64days, what's happening? She says: "I don't know, maybe they are still busy & I DONT KNOW how long will it take" Q: how is she working without knowing anything?? She claimed she will escalate the matter, I asked for the contact details to where she will "escalate" said matter, I was met with a mere "I'm only call centre staff"

Meanwhile, the applicant hasn't received her salary for the past 2months, her bills like medical-aid, policies etc are not being paid, which will result in lapsing. Furthermore, she's supposed to eat a "sorry for the delay"??

Surely a sense of urgency is/should be app**** to certain queries?? And in all that time, nothing is being communicated, no feedback that indicates the progress of the process.

A person's life is at a standstill because she can't live without her salary, what is one supposed to do?? Everytime we call, it's always "I'll escalate the matter", but it's never escalated because a week later, we're still at the starting point, no step forward has been made.