Struggling with claims payout

I called NBC on 15 April 2024 to make an enquiry about my provident fund. I spoke to a lady by the name of Kagiso and she told me that by 17 April 2024 my funds will be available on my account. I called again today 22April 2024, now she is telling me different story. She tells me that my employer didn't send my documents for the claim. I'm just want my money. I worked for it.