Provident fund not paid

Good day In so confused as in why old mutual does not want to pay my provident fund. 2 months ago two of us resigned from our workplace...we submitted our providential fund forms and to my surprise she was paid and I was not.ok fine I called old mutual concerning this matter and to my surprise the person that assisted me said I was not paid because of my form was signed by the floor manager from the company i used to work for instead of HR...I explained to them that our HR office were in P.E and if the store manager is not at work on that particular day, the floor manager does all the admin work and the floor manager got authorization to sign the form From our HR. The frustrating part about all of this is that both my colleague and i resigned on the same day both our forms were signed by the floor manager. My store is in east london and through the years i have worked the previous people who resigned,fired or abscounded their forms were either signed by store manager if she/he is not there than the floor manager...I just need clarity on this matter as to why the second person was paid and I was not

Have been contacting old mutual for days,instead of them calling and giving me feedback I'm the one that calls them the last time i called they said they have sent the matter to their Production team,till today I'm waiting...much disappointed with old mutuality