Unhappy with 10X processes

From the 15th Jan this year up until today I have called 10x 8 times and I have also sent an email to do a follow up regarding my transfer of funds and a partial withdrawal. Up to this stage I don't understand what is the delay for, the first phone call I made was to check if I submitted everything they wanted because I did not want any unnecessary delays. Then after a month I made several phone calls without any luck when I was waiting to be transferred to my Administrator, they gave me her direct line but it was always engaged. I recently sent an email and luckily Simonay responded saying they are waiting for something to be signed by my new Group Fund. I still don't get it as to why do I need to make so many follow ups, I'm just imagining if I was no more and my family needed this money because their breadwinner would have passed away. This is so unfair