FNB Reserve Benefit Allocation

Today is the 22nd October 2019 and I still don't know what to say to Momentum regarding the FNB Reserve Benefit Allocation. I received two notifications via sms on 18 October 2019 " your claim has been approved. Tax directive requested." On 19 October 2019 " your claim has been approved. Tax directive requested" and on 19 October 2019 " FNB Reserve Benefit Allocation was paid into your account in accordance with your instruction. Your payment confirmation letter to follow shortly." I called Momentum Retirement Administrators on 21 October to get clarity on the meaning of these sms. Someone named Rose answered the phone and gave me attitude in spades from the moment she picked up my call. She said hello then silence, you could hear the sound of crickets. I said ' Hello, hi. Can you hear me? How are you today?" She said" I can hear you....another silent moment. For the life of me I cannot fathom what was going in her mind unless that's the instruction of the Momentum customer interaction training manual. In the end she was very vague about what is going on with my claim and I hung up without a resolution. I repeat, neither have the funds been deposited into my account nor the payment letter receipt. I'm at a loss for words.This is absurd! I still want FNB, First Rand and Momentum to make me understand how the deal with their clients? I understand the workings of pension funds. I was a Product Development Specialist for Momentum Group, Actuaries/Life Assurance at some point. I am pretty sure that people have answers over there.