Pension fund payout

Shocked and extremely disappointed in Bidvest. My partner resigned and all his pension/provident fund documents were sent through on the 25/03/2020. It has been 13 weeks now, we haven't not heard a single thing from the company as to why he has not yet received his money. We have sent emails and in return get NO RESPONSE. We've called head office a dozen times only to get their voice message machine. No one has called us after leaving messages WITH his number. For such a big group this is absolutely appalling.