poor service delivery and SLA not reached

the service I have received the absolute worse service from AF. I have been waiting for my retirement withdrawal for over 2 months. At first I was told it takes between 4 to 6 weeks for the payment to be made, which has now changed to 6 to 8 weeks - both which have no passed. In order to get any sort of feedback, I have to constantly call in and wait on the line for more than 20 mins at a time before my call can be taken or receive any assistance. I have been told by every agent that I have spoken to that the matter is being escalated, which it clearly has not. My claim has now once again been delayed due to internal matters with the FCSA which has led to my tax directive being declined (information I only got when calling in to get feedback)- this is completely beyond my control and totally unfair that I am now having to bear the brunt because AF cannot keep their house in order. My request is that my claim be paid ASAP, the turn around time of 7 to 14 days should not apply to me as the delay is on AF side and not mine- until now, I have been patient and understanding in dealing with the very poor service delivery. Case number - CAS***-G2M9V9