Bad service

This company just never seem to disappoint a person with bad service and ***********ancy I just wonder why our employer changed from Sanlam to this? that still puzzles me, I submitted my claim for two pot claim on the 2nd of September it still says inprogress and my colleagues who submitted on the 06th of September they have received confirmation that on the portal with SARS status showing that the tax directive it’s done and funny enough AF tax directives on other people takes more than 2 weeks. My question is how come people that submitted first on they claim the is no movement and when you call they call centre as always no assistance as they also don’t know what’s happening as if they weren’t trained or the company didn’t know that the two pot system would be implemented on the 1 September that just confusing really. All I want to know is why people that claimed after other people are prioritised before the one’s that claimed first. BUT AS NORMAL WILL GET AN AUTOMATATED RESPOND ONLY AND FEEDBACK OR ASSISTANCE AFTERWARDS