Provident Payout still not processed after 5 months

I resigned my job in December 2019, completed my provident fund documentation and sent it in Feb 2019. We are now in July and each time I call, they respond with the same answer, "We have no documents on file". Each time I need to provide the person I spoke to a previous time and then "they will process" the payout. It's been 5 months and I am no closer to an answer. I hope I NEVER have to deal with them again after this payout.