Alexander Forbes pay out

I am so disappointed at Alexander Forbes, I have been waiting for my provident pay out for more than 3 weeks now and yet I was told of 7 working days, I called on the 23th of November after my previous company advised me that they submitted all the documents to Alexander Forbes and I that I need to follow up with Alexander Forbes, I called and spoke to Bongani who requested I email my documents(marriage certificate, certified id copy and bank confirmation letter) which were delaying payment. I emailed all 3 necessary documents on the 29th and Neo confirmed he received them and has sent them to the administrator ,he advised he cannot confirm when payment will be made only the administrator can, I called on the 30th and spoke to Anna who advised that she can see on their system that Neo has requested for a urgent payment but they still have not received any feedback from the administrator, I called 2 times on the 4th of November and spoke to Lebo and Mduduzi they both informed me that Neo sent a requested for a urgent payment from their administrator but still no feedback, I called on the 5th and still no payment, I called on the 6th of November and spoke to Karabo who advised he went to speak to the administrator called Thabo and he also requested for a urgent payment, as they will have down time from Friday the 7th at 12:00 till Tuesday the 11th 6:00 am of November –which might delay my pay out, I called later on and spoke to Neo who logged a complaint for me regarding the urgent payment not paid out. On the 10th of November I called and spoke to Mduduzi and he advised me of their down time, Yesterday the 11th I called and spoke to Neo and he advised he will follow up with the administrator (Thabo) as this was meant to be a urgent pay out request 2 weeks ago, I called again yesterday and spoke to Xolani who advised that a complaint was logged by Neo –Ref UAG-702 therefore I cannot log another one, I called again and spoke to Anna and she advised me that she can see that Neo logged a complaint and Karabo sent the documents to Thabo the administrator ,she advised that she will also sent a message internally on their side to Thabo to advise on a payment. I called today the 12th of November and spoke to Ibutzanini and he also told me the same thing that there was down time which delayed payment and Thabo has not advised on a payment. How long will I have to call Alexander Forbes before they pay out? And how long must I wait for this pay out?