Pay my monies

I app**** to preserve part of my pension and to have the rest payed out on the 13th November 2020 and it's supposed to be concluded on the 13th January 2021.I called them on the 27th November 2020 and was told they needed a tax number from the preservation fund and was informed by the company since they registered after 2012, they don't require that and emailed them the information. I was told my payment was being handled by Ana Mphela, I tried numerous times getting hold of her on email but she doesn't reply,her colleagues also mailed her. It's going for the 3rd month and momentum, who is the administrator for transnet pension fund is not interested in my plight.