Momentum RA maturity

FJ Steenberg policy number ********** 4326 The RA matured on 15/01/2019, no one from Momentum phoned my husband about the options for the above RA, luckily I know someone working at Momentum and asked her to send me the option forms. We did complete the forms and send it back to Momentum on06/02/2019. On 22/02/2019 we asked for feedback, on 26/02/2019 we received feedback stating that the trader has finalised and Momentum is in the process of applying for a tax directive. On 11/03/2019 we asked again for feedback, on 12/03/2019 we received the following feedback stated that they have received the directive and the money should reflect within the next 24-28 hours in my husbands bank account, on 15/03/2019 I phoned Momentum and said that the money is not in his account, the person that I spoke to said to me that the money should be in on Monday 18/03/2019 as they could not load the directive on the system, I think that the directive was only loaded on the system when I spoke to them on the phone on 15/03/2019, during the period when sending through the forms till today no one from Momentum contacted my husband to give any feedback, we only received feedback when we asked for it. Kind regards Suzette