Claim enquiry

My withdrawal claim was submitted on 14/10/2024 with Alex Forbes and I received an email that stated the claim would take 4-6 weeks, Monday the 25th of November 2024 was exactly 6 weeks the claim had been under their assessment, on the 21st of this month I called wanting to.enquire how far my claim was as it had stated on the App that it is under the payment stage and it had been on that stage for 6 days already then, the agent I spoke to if I am correct his name was Sifiso, he said they had just received the tax directive the previous day, however on the App it had shown that the Tax directive was already received I think around the 12th of this month, so my question was does the information that is displayed on the App not correspond to what their systems show, he then said I should keep on checking the app as it is reflecting the correct information, I called yet again on the 26th which was yesterday and spoke to Ndumiso, he also was confirming that the directive was given on the 20th but could not confirm when I asked why does the info that they are giving me on the phone contradict what is reflecting on the App, he then advised he would send an email to find out why there is a delay since the 6 weeks is up. I asked can I bot be informed also even if it is via email what the response will be since calling the Call centre costs alot of airtime because one will find they spen more than 10 minutes on the line, and the reason for the follow up is because one needs the money so having airtime to keep on calling is just not fair on my end, however he said I should call again as the response will be received within 24/48hrs, but knowing from my experience there are times whereby our emails are not responded to, so hence I felt I should right to hellopeter.com. Tomorrow the app will be stating 14 days since the claim has been on the payment stage. And I am also on my end expecting for the payment to reflect. Please assist