Two pot withdrawal nightmare

I app**** on the 10th of September 2024 and there was problem with my tax application but I was never told about it. I only foung out on the 16th of October when I called. I then went to SARS to resolve the issue and submitted the documents to for the claim to be done. When I called today I was told that the submission is still not done because there is an issue with the SARS system when submitting for people with passport numbers.

However I called SARS and was told that there is no issue with passports that there are aware of. I then called Alex forbes and they instited that there is an issue but SARS is saying otherwise. The major problem is that I have never received any communication letting me know of any developments and every its me who has to phone and find out what the issue is.

I have friends who also have passport numbers who are receiving their claims without any issues. I beleive that someone from Alex Forbes's 'Back Office'as I am told is not doing what they are supposed to do.

This is defeating the whole idea of the two pot withdrawal for emergencies because if its now over 50 days, its no longer an emergency. No one from the company communicates back and for such a big company, this is not acceptable.