Lack of service and feedback

On 3 August 2021, I submitted a funeral claim to GEPF offices by hand whereby I was told that pay-out will be within 8 weeks due to the high volume of requests which was understandable. However, after approximately 9 weeks I was informed after holding on for almost an hour that there are no records of documents being submitted. After submitting all documents by email on 15 November 2021, I had to phone regularly myself as there is no feedback whatsoever. I just want to know how many beneficiaries struggle to get money due to them, or is it being ******?