Bontle - Momentum Funds at Work

Lodged a withdrawal request on the 18th Nov 2024. Repeated contact to Momentum Funds at work contact and encountered the most disinterested. Momentum sets a 26-business day SLA on this request., We are now a month out of their own prescribed SLA. Spoke to Bontle today who claims to be the owner of the case. Pointed out the breach on SLA. She advises me that they have an internal IT issue and her IT dept is making her wait as they have not responded to her wait. Why would Momentum prejudice a client and withhold funds and breach their own SLA due to slow response times from their internal departments. Advised Bontle at Funds at work that i will escalate the issue and she gave me permission to do what I want. Still no resolve at this point