Alexander Forbes payment delay

Payment is meant to be made within 4-6 weeks for withdrawals. I spent an inordinate amount of time trying to get through to follow up on a payment due to me. The first time got through to a consultant who said payment would be made 7-14 working days after the tax directive has been given by SARS. I follow up on the 9th day and a consultant told me that they payment failed and can I send confirmation of bank account details and copy of ID, which I provided them with. That was 2 days ago. Today I followed up with them, only to be told that processing of payment will take 3-5 working days. They didn't even make any effort to contact me to say the payment had failed despite them having all my contact details. Who knows how long I would have waited till if I didn't follow up the first time. Where is my money exactly? Is Alexander Forbes earning fat interest from peoples money that they are failing to pay out?! I am so irritated with them! I will never recommend anyone to do business with them.