Unhappy with the services I recieved with momentum regarding My provident fund

Hello

I submitted my claim in 2021 and continued to follow up and nothing happened. My refund was never paid into my account as per the documents that I submitted. 4 years later I contacted momentum for my provident fund and the agents I spoke to were hanging up until I found the 3rd agent that took my call and told me that my refund was approved for payment, she told me the amount and then hung up. I phoned the 4th time and the agent said the same thing and then said I need to confirm if I want a refund or want to re invest. I clearly told her that I want a refund and she said the money will be paid into my account in 7 to 14 days. 14 days passed and I phoned again and they told me nothing has been done on my account and an administrator will phone me back. I waited for the administrator and no call whatsoever. I phoned again after a week and I was told an administrator that has to do the transfer will call me back. I waited again 2 days no call. I phoned again on Friday and the agent told me that the refund has not been released yet and his colleague will contact me in the next 10 minutes to advise as to when the refund will be paid and still nothing was paid. Do I have to wait another 4 years for momentum to decide when they are prepared to do their work and transfer my refund?

This is so unprofessional. Now I ask myself if they employ agents with "RE" but can not do their work. Do their agents even understand the escalation pathway of their company. Are they getting proper training as to what to do and how to do it. Do they even have a manager that manages their SLA.