Sanlam umbrella fund division not doing their work!

I recently followed up on my provident fund from 2016,whats soo confusing is the finding, where i discovered that the company i worked for submitted my documents back in 2016. I am still confused about that they did not make an attempt to contact me for my funds. Now recently last month, i submitted the documents again and they dod indicate receipt, this was on the 8th of july. They told me me it will be processed in 10 to 15 days and advised me of the amount i am awaiting for receipt. When i contacted them again just to do a follow up, the one guy told me that he cant assist me as my docs were sent via another alternative email. This is confusing as i provided them with original signed docs, and see no need for them to focus on that particular fact, but rather contact me directly to acknowledge receipt. I called them, and i am not getting proper feedback and i am entitled to my funds.