ROT file recons

I preserved a portion of my pension with this company. I later cashed it out and as part of the legalities, SARS require any fund that one transfers/preserves funds with to file recons for Recognition of transfer (ROT). As of this moment I had been struggling for over 2 months to get Old Mutual to file this and provide proof. I have been to their branches countless times and their PFAs are either not knowledgeable in dealing with such issues or they are plain ***********. Whenever I get to a branch, I am told they need to call their Cape Town offices and I am made to wait for an hours to speak to someone on the other end of the line. I DO NOT THINK that this should take more than a day to resolve unless if someone does not know what they are doing.