Bad service

My wife's provident payout was requested on 2nd March. We kept on phoning and we received a different story every time. The broker waited for the ROT18 form to fill it in, when it was sent on the 24 of April, nearly 2 months later the incorrect amounts was on the form. I queried it and waited for the correct form. It was returned to them on the 8th of May now more than 2 months. They only app**** for the Tax Directive on the 14th nearly a week later. I phoned on the 15th and they said they have received the directive on the 15th. I phoned again yesterday and was informed that the payment will be done in 7 to 14 working days. That will bring it to 3 months, People that I know of had received their payout in 6 weeks. She had no income for 3 months going on to for months as her disability stopped paying out the end of January. I think it is very bad service from their side.