Surplus

I submitted forms to have my surplus payed out . Alexander Forbes gave me a 14 days turn around time. That time frame has lapsed and now they are telling me that the Fund its quite a big fund and the were people that have already lodged queries before the fund was approved so the is a lot of back log. MY QUESTION WHY PROMISE SOMETHING YOU CAN NOT ACHIEVE. Still waiting and no actual answer when the payment vwill be made. Disappointed at Alexander Forbes.