No straight answer on pension withdrawal

How is it possible that I cannot receive a straight answer regarding my pension fund withdrawal?! If I do not follow up, I will never know if I need to submit documents or if there is any other problem holding up my payout. No one tells you anything. When I called they said all my documents were received and the withdrawal was being processed. When I went to the Durban branch last week they said it had been handed over to the special agent but he did not have the correct documents so I resubmitted everything while in the branch. Today I checked the status via the WhatsApp chat and now I need to submit proof of employment. No one contacted me to tell me they needed this, I wasn't asked for it at the branch and only once I follow-up am I told this. This is such an unpleasant experience - not knowing where your money is or when you will receive it. It is impossible to get straight answers!!