NMG Retirement Fund lack of service.

I have been retrenched since August 2020,all supporting documents have been submitted prior to leaving the business. Follow up emails and numerous calls have been made without any telephone feedback. On the 11th and 25th of January 2021 email correspondence was escalated and advised that the payment of the funds would processed on the 25th January 2021 and payed into my account a week later and still no payment. I have called their call center *** 17th February 2021 and the direct number for Rufqah Khan and no reply to date. The lack of service is shocking as it does not tie up to NMG's recorded message of providing excellent customer service and experience whilst waiting for more than 10 minutes to speak to an agent or manager.