Unhappy and confused client

Good day,

I left my employer ( whose pension fund is administered by MRA ) on 29th March 2018 and asked for my pension fund to be cashed out. On the 09th May I sent an email to MRA asking for feedback regarding the claim and on the 11th I received a response from Rirhandzu Chabalala which read ;

"Please note that the claim has been processed and sent to SARS for tax directive, payment should be finalised by end of next week"

End of next week being 18 May. Since there had not been any feedback by then, I decided to Email and call MRA to follow up. The lady (unfortunately I did not get her name ) advised that on the "system" it shows that my claim is waiting for manager's approval and will then be sent to SARS for a directive.

Currently I am confused as to what is exactly happening ? why do I get two different versions of the story? We have a client - service provider relationship and as a result I need to have trust and confidence in MRA. I do not want to find myself in a position where I question the integrity of the information provided.

Regards, Sandra