Very bad service dilvery

I am very disappointed in the service I have received from Old Mutual, as they just lack the ability to assist and resolve my query after almost 3 months. My previous employer used Old Mutual for my provident fund upon leaving the company a request was sent that the funds should be released. This has never happened after 3 months. After numerous calls and emails they cannot assist in releasing the funds that rightfully belong to me. it is the worse service I have received from such a large company. There call center is unable to give me the correct and accurate information after phoning every week for follow up. I have called so many time I have lost count. The information I received is that they are awaiting payroll exit what I don't understand is that why after my first call Old Mutual didn't call my previous employer and get the correct information the first time around week after week they kept telling me they are awaiting payroll exit after calling my previous employer and requested this information myself they informed me this was done weeks ago. Again calling Old Mutual to be told they still awaiting pay roll exit. Can some one please tell what the hell is going on.