Resignation Pension Payout taking long

Hi I resigned in October 2018 and I was told that my payout will be finalized in two weeks, can you believe when I called them today they just told me my file is at back office when I asked what is back office the lady was not even interested to explain, that is my money am enquiring about so I have the right to know , I dont understand what's taking so long.

Can anyone intervene.