Momentum fund - Cant withdraw money

My wife sent in all the documents to get her pension fund out of the Funds at work umbrella fund in december 2020. It still hasnt been processed and now they say she didnt submit the form. She emailed them in January, February and March asking if all documents are received and the broker said yes. Now the say no. This is taking too long and it feels like you are taking advantage of people. This is ********* and if not sorted out i will go to the ombudsman. Please correspond via email *** or my email address as we are currently out of the country and cannot take calls.