NMG shocking service

I submitted my 2 claims on 19/09/2018. One was paid out on 24/11/2018. Since then I have been trying to get a straight answer out of NMG call center agents as well as Lloyd, the fund administrator. Last week I was told that a tax directive has been app**** for and that my pay out will take place this week. For the past 3 days i have been trying to get hold of Lloyd, but he is simply not available. He's at work, just not taking calls... Nice service.... Today I'm told that no tax directive has been app**** for and that the pay out will not take place this year. Furthermore they will be closing today for the year. I was further told that I need to follow up on 3 January when they are back. What type of useless service are these people giving??? They're in charge of looking after pension and provident funds, but they can't even return a call on one of the 10 messages I have left. Lloyd, your service is shocking. I expect feedback from Lloyd or Elma Nienaber to explain this appalling service and when I will be getting this overdue payout. I am gobsmacked that this institution is actually allowed to deal with people's money and investments.