Worst service delivery

Why is it so hard for your funds at work administrators to keep customers updated on their withdrawal process. I sent my documents on the 13th January, then again 19th January and everytime I follow up with the administrator by the name Thandokazi there is something missing and shes allegedly followed up with HR (needless to say her last mail she asked me for HR details). We are in March and I am still writing emails that sometimes go unanswered. According to your automated emails, withdrawals should take 26 working days....I am slowly nearing sixty days and this is affecting my credit score. I have to live, pay my vehicle, rent, insurance to name just a few. I need an valid reason why this is taking so long otherwise I am laying a complaint against Momentum.