Only one person is able to do provident fund claims

The service I received is pathetic.I called on Monday and spoke to an agent Ethan who was to get my query over to the agent handling my case to have them call me back. No call. I then e-mailed the next day finding out when Zimkhita was going to call me and the agent then rep**** to me "request that Zimkhita calls customer" not sure if they knew that they were actually speaking to the customer. On Wednesday I called in again and spoke to a Lady, she said that Zimkhita was out of office yesterday and that she will get her to call me back. I e-mailed Wednesday evening as well and they just requested the same details the person requested the day before. Are you guys on holiday or are you just unwilling to help? Is Zimkhita the only person at Momentum that is able to processes a provident claim?