taking long to payout policy money

I had a Retirement Annuity which i asked to be closed and money transferred to my personal account as i do need the money urgently. There has been a delay on this. First I get send a document that says that my Id copy is not clear and that I have to resend it. After having done so, they say it will be paid out asap. Now I get a message about something from SARS that they are waiting for. I have send them my SARS number. I cant go and sit at sars office the whole day as I do have a newborn baby that was in hospital on machines and the cold will just end him back there. I need my policy closed and finalized before the end of the week as I dont knw what the delay is. You guys are quick to rub a policy off on a person but paying it back when closing and no more having the need for it is the difficult part. Please sort this matter out and pay my money into my account before close of business tommorrow 13-08-2015 as I do need this asap.