More frustrated than before, I really do need answers swers

Still frustrated and hopeless, after attaching the message I received on WhatsApp when applying for my 2 Pots withdrawal, showing that I do have fund available for withdrawal I still haven't get the clarity as to why they claim that I have no funds, what is stressing more is that when I try to apply again the respond I get is I can't upload again as there '' IS CLAIM IIN PROCESS ''. They fail to send my statement. I really do need to answers.