Left in the dark

I received the following message on 24 August 2017 "Dear member, your pension benefit application has been received at the GPAA. Further notifications will follow in due course" It is 13 weeks later and I still have not received my funds. I have contacted GEPF and all they can tell me is the documents are still laying at the back office. So for the past 13 weeks it has just been laying there. Surely this is malpractice as they have no intention of moving my documents out of the back office any time soon.