So disappointed in this organisation

I just need to understand if Alexandra Forbes did not get the memo when it was announced that people may withdraw funds from their pension from 1 Sep 2024. Because there is no way such a big company can be so *********** with something that all companies were made aware of way earlier. I requested for an update of my contact details on the 3rd of Sep, till today that has not been done. I did a manual withdrawal request on the 13th of Sep, and I've been calling this company from the 14th of Sep to follow up as I don't even know if my request was received or not, till today I hold on their line for an hour and the phone drops after. Is there any kind of leadership or management in this organisation that is leading or managing this organisation, because there is no way. Can someone please call and tell me if my request went through and if I'll receive my money and when, please. Also, what is the hold up with updating my contact details