Irreparable damage caused from lack of service

Momentum - FundsAtWork: I am deeply disappointed with the service (lack thereof) received this time round regarding my Pension fund withdrawal claim :(. 5 years ago the same process was seamless, pleasant however this time round after following the correct process and following up via emails (with no feedback) and phone calls, I am in a horrid financial situation when 6 weeks later I was told my withdrawal documents were not received and I would need to re-sign and re-send :( Does the client have to suffer for an unexpected double SLA waiting period even when the client\customer is not at fault?