Momentum Traditional poor service

Momentum Traditional department - it takes them two weeks to do something where I initially received a one to two days SLA. I need to withdraw using the two pot system. Initial request was made 20 September, I was told I will be sent forms. Up to date 14 Oktober, no forms received. How is this possible? I work in the service industry, if I took so long to execute my duties, I would not be employed anymore.