Pathetic service

Good day I resigned from job 3 months ago and was advised that my provident fund will be processed buy old mutual I called through to the call centre on the 31/03/2016 and was advised that "we can see the request on system but an electronic claim form is still outstanding from your former employer" The agent went on to advise once this form has been received my pay out would b processed shortly thereafter I call in again on 04/05/2016 to follow up and once again being told about this electronic claim form ...this agent went as far saying she needs to leave her desk to find out excately what's causing the deal so instead of me holding on the line she will call me back 24 hours later still no call back Could somebody resolve this issue as I am no longer in contact with my previous employer so there isn't a way I can ask them about this electronic claim form Siphiwe Webster nene ***