POOR SERVICE

I submitted a claim for the provident fund funds at work in April even now nothing has happened, On May i got a message saying that i should email my tax number to *********** of which i did but last week i sent an email and i was told that i did not submit my tax of which I did and i have emails to prove the communication. On their service level agreement, is says that for withdrawal it is 26 days but i still have to wait while they are not communicating with me.. Poor service