provident fund payout

My provident fund claim was submitted ***. I have not yet received any money.after I have been to the offices three times nobody said anything that they are still missing any information.now afhter. Nine months I got an sms saying that my file has been closed september 2015 because my I'd card waS not coppied om both sides and I need to re apply for my pension. 9 months has passed already. Could no one just give me a call or sms to say that they still need my I'd cArd coppied on both siDes. This is ridicolous so I have to re apply now and wait another 9 months.