Dissatisfied

I am writing to express my dissatisfaction with the service. I called last week to follow up on my claim and was told that it is still within the SLA. My problem is that I have been tracking on the website and my claim is not moving at all, yes the turnaround is 4 to 6 weeks for withdrawal claims but why should we actually be waiting for the 11th hour to service our clients??? I find it very frustrating that a claim status can be sitting on one stage for 16 days? What is the issue? Another fact is that my colleague and I resigned around the same time but she received her claims in less than 14 days so how are we using the 4 to 6 weeks SLA on some clients and providing quick and efficient service to others???

When I spoke to the consultant I was told she will not be making any request to expedite because the claim is within SLA. I would like to put it out there that I wouldn’t have requested to withdraw if I did not need the money, can your company also remember that. I fully understand the whole turnaround time process but it also makes no sense to me why my claim is just stuck in one place for so long, what is the issue? What is outstanding?