Kfc provident fund

I worked for kfc in Centurion, Rooihuiskraal and Soshanguve from 2011 till 2014. Last year i got a call about my provident fund and i went to the head office in midrand they are failing to supply me with my previous employment details and necessary documents to make my claims saying that they nolonger have my employment records to make the claim. How possible is that? I need to make my claims now im stuck.