Unable to claim my provident fund because all call center consultant can't see my profile but I can see the values on their WhatsApp under my products.

I keep calling oldmutual superfund regarding my provident fund, only to be told that they can't see my current profile. They can only see my previous provident fund from 2018 which I subsequently claimed in 2018. The one I'm enquiring about is from 1st November 2022- 25 October 2024 from oldmutual finance. I am an ex-oldmutual finance employee and would like to know if my claim was automatically submitted by HR or if I need to put a claim myself. if yes, I need to know if I need to submit any documents to start the process to claim my provident fund but every time I call no one is able to see my current profile from general client or from staff accounts. no one is able to assist me however when I go on the companies WhatsApp number I can see my provident fund value. So then it begs the question, how am I supposed to put in a claim or even follow up on claim if no one can see my profile. I am no longer employed and I need those funds sobi need to know the status whether a claim is submitted from HR or not. I also did a 2pot request which took more than 30days and no one was able to see it as well. The level of service regarding my provident fund is shocking because I keep being send from one department to the other with no joy.