Still waiting for my withdrawal claim

Today I called Alexander Forbes to follow up on my claim ' I spoke to Bongani who gave me a different story on my claim process. He advised that they just need to apply for tax on my behalf and wait for a response from Sars then they can proceed with the claim. The last time I called I was told that tax was already app**** for and that it takes 24 - 48 hrs for them to respond. I mean I have passed that time frame including their 4 - 6 weeks of my payout. What needs to be done here 'is this not my money? Why am I being posted from pillar to post? To top it all I spend the last money making calls to Alexander forbes and if the call cuts in the middle of the conversation no one bothers to call me back, meaning I have to start all over again with a different consultant, this is frustrating and too much to handle. Whatever happened to service excellence? I am utterly disgusted at how my claim is being handled and up to my last breath with this institution no one and I mean no one seems to know what is happening here. I expect my claim to be finalised by end of this week nothing more.