Wrongly paid annual bonus

We received our annual bonus on 6th November. I dis write a review with no response. Every pensioner was paid much less than the 6,8% as was stipulated by the fund. Nobody gets a response from them. You can phone then the automated voice answers and you must wait for consultant. I have called numerous times with no response. People in Klerksdorp went to their offices in Flamwood suburb. The place is closed with nobody in sight. How is it humanly possible that nobody can get in contact with them Regards E. Harris