Iemas Reserve Fund Payout

Good morning. I have been a loyal customer and member of Iemas since 2004, service was great as I was a loyal member. I submitted my documents on 17 December 2021, also received an automated response claiming a consultant will contact me. I have been patiently waiting for over a month and last week on 17 January sent a follow up email but to none. I also tried to call the Reserve fund Department, held on for 19 minutes and had to opt out with the call back selection. And guess what, no assistance or support from Iemas Reserve Funds - I now feel helpless.