Empty promises

I submitted a provident fund claim end December . The payment was supposed to be made by the 29th January as confirmed by associate.

I called on the 28th to confirm and was told they still waiting on response from SARS. On the 1/02 I called again for an updated and was told that Tax directive was only being submitted on the day. Called on the 03/02 and was told the directive was only submitted on the 03/02 and they are still waiting on SARS to get back to them. 04/02 called AGAIN and was advised that there was an error with the date and they submitted the directive again and that I should wait 24hrs and every time I am told this matter is being escalated as the date they completed is incorrect. Today is the 10th which is way past 21 working days for this to be resolved. Every time I am being told it's being escalated. I requested from the last person to please send me an email with an update of my claim . It's COB and no update.

It is frustrating to call all the time and to get empty promises. I know different businesses have very different timescales but a family member logged a claim with another insurance firm and within two weeks it was sorted out