Proor service

I have been awaiting my claim and transfer of pension and provident fund to be processed for 9 Months every time I call old mutual superfund I am old that they are still waiting for tax directive even after receiving proof that it has returned from SARS! can someone please assist then when i tell them that i received an email and sms notifying me that my text directive has returned i am told that there was an error and to reapply! is there anyone who can just do their jobs so that they can assist?