Poor service

I had a portion of my pension pay out paid into my absa account. Then the money was put on hold because they wanted proof of where the money came from. I supp**** them with a statement from the pension fund. Now im being told that it will take up to 10 working days for the money to be released. No one can tell me why that is. I was told as soon as i get the statement from the pension fund, the money will be available.