No payment has been made to my claim fund

I resigned on the 23rd of August and on the 30th of August my employer submitted the claim on the 30th of August. Since the 30th , Old Mutual has been updating me on the status of my claim. I received a message on the 4th of October and it was stating that Old Mutual has received my tax directive and the claim will be authorised within 3-5 business days. Then on the 8th Old mutual contacted my former employer, they wanted to verify my banking details. I provided them with the Banking details which l had previously provided when they had to send my details to Sars. Since then , it is now the 16th of October no payment has been made. My husband laid a complaint on the 14th of October on Hellopeter. The Old Mutual sent him an email. I responded by explaining the same details. They responded and they said that they will investigate the issue and will give me feedback after 5 working days. Is there a need to investigate the issue? Why couldn't they just give a directive and facilitate the payment on the stipulated time? l was paying every month my pension contributions on time and now comes to payments of claim. They delay. Now they are ignoring my emails.