2pot dissatisfaction and confusion

On 2 March I processed my 2pot withdrawal. Waited patiently to get feedback from Old Mutual, however no response. I checked on the 4th on the SARS site and my directive was sent to Old Mutual on the 3rd already. Contacted the call centre was told that I have to wait and that there was an issue with adding the directives to the claims from their side and they are working on it. On the 6th finally received a message that my directive was added. No reponses further. On the app, it states that its in payment authorization phase. Today 12 March contacted Old Mutual again, now I hear they are busy taking the funds out of my investment and THEN only it will be going to payment authorization. Why is the app, the call centre and the website not linking up. One story is this, the other one is that. A colleague did a withdrawal 2 days after me and already got her funds. Why is ones processing time longer than the other. If this is meant to be used for an emergency, how long should I tell my emergency to wait.