Bad service from this fund administrator

Bad service from this fund administrator. I complained to its complaints department but there hasn't been any concrete information or turn around time about my payment. I ended my service ij Sept 2024, today is December i still have not received my withdrawal to make things worse, their agents don't know their story. A team leader said funds will be paid within 48 hours after receiving tax directive, i called yesterday and spoke to princess and she said its 7 to 14 working days. My policies are lapsing if i dnt make payment by the 12th December. This would have been controlled better if they were able to be transparent and honest. I would have made better arrangements.