Pension fund payout

My husband has submitted his documents through to the claims center on the 3rd of feburary and on the 9th he received an sms stating that the claim has been processed, he called and confirmed on the same day and they confirmed within 4 weeks, today on contacting them to follow up if everything is in order the lady named "Cwaita" in the call center states that it was only submitted today and to wait another 8 weeks for payment. The service is pathetic they are deducting monies every month from the people and when the time comes to pay it is story after story. All we are wanting to to know what is the correct process and the time frame and not being told a different story each time like the staff dont know what is going on, or who is telling the truth and who is lying.