Pension fund department Superfund

I've been battling with old mutual pension fund payout, documents were sent by my employer and I was told that I need to do follow up with old mutual directly, 1st I did on the 3rd of September 2020 I visited and old mutual branch in Eyethu Mall to make an enquiry about the documents which were sent by my employer to confirm if all was in order I called them from the branch telephone and I stood for 45 minutes without any assistance and the call being picked up to speak to a consultant, I then sent an email requesting an update from the I got an email stating that my query has been escalated to headoffice but from there no response I then sent another email to hub requirements of which included all documents id copy signed forms and proof of banking details, then no feedback received again then Superfund department say I must mail them my Identification details, for how long will I keep sending one and the same thing without getting any clarification interns of what is happening with my pension fund payout, initially I've started this claim on the 19 of August 2020. The case is not yet resolved