hassle with pension payout

I submitted my pension fund claim on the 26th of January 2015 and was informed that my payout will take 6(six) weeks from date of submission,which I understood. Last week and monday I contacted natalie and she told me that they are applying for my tax directive which they received on tuesday last week and she informed me that my payout will take place on monday the 09th of March 2015 and the funds should be in my account on wednesday the 11th of March 2015. I contacted Natalie this morning and she told me that my claim has only been submitted for authorisation today and the funds will only be paid later in the week hopefully. I then told her that it is unacceptable as she didnt explain this to me last week, then she told me she is not going to allow me to speak to her like that,i dont know if it is because of the fact that she is older than me,but she is not doing me a favour,it is my money and I have a right to enquire about my money...their service delivery is really pathetic and Natalie should not be in that position if she is not properly trained with regards to procedures and policy when it pertains to pension fund payouts and timeframes attached to it.