Unfair treatment

I claimed for my retirement annuity and they paid me less nd refuse to give me a proper explanation . At first they claimed that the 14% they took was paid over to SARS but it was not paid cause the claim was less than R50 000. I called thir call center several times but Im always told that the case is still in progress. The lady who assisted me told me that there were no notes on the claim and she doesn't know what happened. I made a claim from tzaneen branch in January and it was not processed until I went back to the branch in a march.I still do not understand how I was charged 14% out of retirement annuity fund.