Still no clarity

I refer to my last report 14/07/2015. I had asked for clarification regarding the transfer of my benefits to A preservation fund. I was quite pleased to receive a response quite quickly. However, this seems to be a standardized response. A week later and I am still very much in the dark as to what is happening with my file. I phoned yesterday 21/11/2015, only to be told that there has been NO movement on my file for the whole of July. They have not even started calculating my benefits yet. What is more, when I asked exactly where my file was with payments, the agent told me they were not permitted to tell me. When I first made enquiries in June, I was told that the turnaround time was UP to 60 days if there were documents missing or problems with my file. There seemed to be movement in June, but now nothing. Yesterday I was told, again, that the processing of my documents would be escalated. I Was told the same thing last week, yet there has been no movement. I would like a more detailed response or the contact details for someone in a supervisory capacity. The standardized response and the blanket 60 day excuse is not sufficient. What does 'escalated' mean? I await your response.