Client not directed of the proper channel to follow even after making a mistake

I worked for Santam Insurance for almost 6years. Unfortunately I resigned on the 07/02/2022 with immediate effect. Now Sanlam is the company that is suppose to pay out my provident fund and pension fund . Within a week after I left I received an email from one of their consultant , asking me to confirm certain details and complete certain forms . I responded back to the consultant on the 18/02/2022 insuring them that my details are correct on the system and even tried calling unfortunately no one answered . Yesterday almost three weeks later , I did a follow up , only to find out that nothing has been done as they indicated that I didn't fill in the necessary forms . The day I left the company , with my team leader we where told that its not necessary to complete the forms by one consultant , hence I didn't complete them when they where send. My complain is that the consultant " Leanne Allies" who communicated to me , after responding to her , she never communicated with me stating that there is certain things which were not done , after having indicated on my email that I tried calling her to check if everything is in order . I provided them with my cellphone and email address but i was never notified that I didn't complete everything , instead I got complete silence , if I had done any follow up , no one was going to contact me , its extremely disappointing , as I have started a business now I have to delay collecting my material as no communicating what so ever from Sanlam HRSS regarding missing info that is required .