Bad service and frustrating progress

NMG makes life difficult. They committed to process withdrawal within 6 to 8 weeks.I am on week 9 now and I called them about 8 times where they only started to move on the process everytime I call in to get progress or escalate. Now, in the 9th week, the must still do pricing, whatever that is and then only send to SARS, meaning at least another week. I need to make payments for my sons studies and made commitments to the institution based on the timelines provided. This is really awful, it would have taken even longer if I didnt call in continuously. The agents on the phone are trying, but there is only so much they can do. We need an escalation point for these queries.