Worst service!!!

I submitted my claim on the 9th September for my 2 pot savings, I was then requested to forward a copy of my ID, Bank statement as well as Marriage certificate. I have not received any feedback since then. I've emailed the admin email address and make numerous calls. The customer service agent always says the same thing that they are processing my application and I should wait until after the 20 days to call again to escalate my query . When I checked AF Connect my status stays the same Assessment. Can someone please investigate what the delay is as this is unreasonable for a 2 pot claim to take this long to payout whilst other applicants who app**** on the same day got there payouts in the same week. I am highly disappoint by the poor service I am receiving by Alexander Forbes