Alexander Forbes - not paying out withdrawal

Alexander Forbes refusing to pay out withdrawal. I submitted my withdrawal form on 1 December 2020. By 14 January I had still not received a reply, I sent another email asking for reply. No reply. Phoned for three consecutive days from 18 January 2021 to 20 January 2021 to trying and get hold of someone. Withdrawal department puts you on hold and then never pick up. Someone only picked up the phone after three days of phoning. Person went through my documents and assured me the funds would be payed out by 22 January 2021. It is 25th of January today. Funds have not been payed.