Bad service

I was an employee at Admed Gap cover a affiliation of momentum under the Guadrisk and was told my pension fund will be processed i should wait for a link to be sent to me in order to complete the withdrawal process however to date nothing recieved even though i took the liberty in downloading the form that they have online and filling it in and sending it to my HR just to be told that the form was returned by the umbrella fund and that they will send me the link to complete.to add to my misery im faced with death in my family which i do not even know how im going to contribute towards it.as a bread winner of my family all is facing me and just to think im now practically feeling hopeless after all my attempts.does one really call that good customer service.my next step is to approach the media and tell my story since no one is willing to assist me and no one feels my pain.