provident fund and surplus money

Good day Peter, my husband worked for a company named Staff U need hired for Roteck Eskom. When his contract ended he went to submid his provident fund forms. This forms was submitted on 22 September 2014 at JohaNnesburg MIBFA in persons. They told him 4 months then his money will be paid out. He went back on February 22/2015 they told him that they did not even touched the applications for September 2014 and that it can still take one year before payment is made to him. And that he does not have to supply for surplus as they pick it up automatically now with the provident fund application, which we thing is good but we want to know why he have to wait so long? Others get theirs fast when he phoned them again on 12 March 2015 they said again the application was not touched and that he will have to wait for his provident and surplus money still a year and when he asked but why so long, they could not answer him. Can you please assist in this matter?