Inconsiderate brokers

I left Ecolab end of Feb 2021 and chose to withdraw ny provident fund from Sanlam, 8 weeks down the line i havent received my pay out, Ecolab referred me to Eugene who is the broker that's suppose to be dealing with Sanlam regarding this he is not returning any of my calls and not even giving me any feedback i need to send atleast 2 emails to get a response and then do another follow up that gets ignored. Last week he said Sanlam has started witth my claim and will be applying forbtax directive, he has been quite all week i send another email today after he ignored one yesterday, he gives me the same answer that he gave me last week. Why do they say the pay oit takes 6 to 8 weeks when they only start applying for tax directive only on the 8th week? I want my money