Withdrawal

I app**** for payout withdrawal last year in July and till now Im still told I have to wait for response from a certain team. I was helped by a lady from complaints and I only managed to get 1st payment. She then escalated the matter further as she explained to me. Then by December, I was told that the other payment will be made the last week of December till now. I was able to get 1st payment after the lady from complaints helped, what's the delay in getting my other payment? SARS verified everything and it's only Alexander Forbes who suppose to release the payment. This has been dragging for so long and it's really stressful because they keep on saying you will get response after a 3working days but still no response