Momentum Refuses to Process/Pay out my Provident Fund Claim

I submitted a claim at Momentum for a Provident Fund withdrawal on August 11, 2023 but it still has not been processed. According to their SLA the process including payment is supossed to take up to 26 working days, that time has lapsed. I keep reaching out to Momentum and I keep getting told that I have no applicable benefit which is not true as I am able to see the fund values on my profile and I fail to understand why they insist that I don't have funds while the details are on their website. I have reached out to them 5 times in the past few weeks but have only received a response twice. I have never had issues with them in the past but in this case it's evident that thy are cutting corners and some people are not doing their jobs properly. I am very disappointed and will be remedial action against them.