Metropolitan does not want to pay off my RA

I went to metropolitan to claim for my retirement annuity on the 18th of March and I was assured that it will reflect in my account with two weeks/12 days. To this day I have not received it asbyet. Decided to call in on Tuesday last week and it was confirmed nothing has been actioned under my name yet the debit is still going through. I then received an sms requesting for my ID copy which I submitted today and I was told to make my own arrangements because people are working from home. How dare!!! This is my money that I have been saving with the company forbearance. I want my money by no later than Friday the 19th