Policy withdrawal not processed - 15 days later

Good Day, on 23 December 2020 all required document were submitted to withdraw from the Investo RA policy as my wife is no longer employed. confirmation was received from Lutendo Mapope with timelines to withdraw funds amounting to 120hours/5 days, including 24 - 48hours for the tax directive (which is usually received on the same day requested in any event. Allowing for 5 business days, this should have been completed on 31 December. No disbur*****t was subsequently made, nor feedback received, prompting a follow up on Monday 11 January, where the consultant advised that the Tax Directive was about to be submitted. Although 48hours is given for this step, extensive experience in this field means that it very rare that it does take 48hours. Allowing for 48hours, meant that everything should have been completed by Wednesday 13 January and even allowing 2 additional days for disbur*****t, funds should have been processed today. However this is not the case. having just called, the consultant stated that the application would be processed today pending receipt of the Tax Directive. When told it was submitted on Monday and after checking, she confirmed that it was received on 11 January already. I would like to know why this application has been sat on for 4 days since the tax directive has been received? Why we have to wait until Monday 18 January for disbur*****t to take place because all documentation has been received and completed in full.

Withdrawing is not a decision taken lightly and done in light of C-19 leading to my wife's retrenchment. Although the amount is not substantial, it certainly will help so why are we being given the run around and having to follow up? Your consultants are very quick to make contact to add to portfolios, but there is a lack of urgency and willingness to assist when wanting to withdraw. Furthermore, attempts to escalate to a manager were unsuccessful as "the manager is not available" and will call you.. 3hours later and no call has been received. So if managers are providing this level of service, i cannot fault consultants because this is the work ethic and level of CS shown by their leaders. It is now the 15th working day since the application was submitted and confirmation received. Perhaps your policy documents should stipulate withdrawal timeframes in line with current practices and not what you aspire it to be or is this just the level of service provided when clientele needs to withdraw?