Pension payout

They received my papers on the 2nd of October for my pension to be payed out, since then I've called them every week and no joy at all .they keep on telling me that they have allocated me to the wrong payout and they are waiting for IT to remove the allocation for the payout to be handled . I've send mails .I even send mails to the complaint department and still no response . Cleary the management needs to look at what's going on in the business