Poor service

I resigned and withdrew my pension fund at the end of August. 16th September I called AF and the consultant informed me that everything had been done and payment would be made in 7 to 14 working days. Called again on the 26th Sept and again, consultant informed me that payment would be made in 7 to 14 working days. I call today, day 13, and now the consultant o spoke to says that they're waiting on information from FNB?? But previous 2 consultants said everything was fine? I can give you the times of the phonecalls so you can check the recordings. I just spoke to FNB and they have indicated that the information was submitted on the 27th August. They will forward the email through to me. Please escalate this matter to a manager so someone can tell me what exactly is going on there, because the consultants don't seem to know what's going on.