No progress on pension fund payout

My claim form and supporting documents were submitted on 8 September 2015. I received and SMS stating that the processing of my claim has started. I phoned twice to follow up and am informed every time that there has been no progress on the claim and that the funds will be paid out in 4 to 6 weeks from the date of receipt of my claim form. It is now 5 weeks since my claim was submitted and was informed this morning that a tax directive has to date not been app**** for. No one can tell me why. Please can Alexander Forbes apply for a tax directive and pay my money out. This is complete incompetency.