After almost 30 days old mutual has no idea when the payment on my two pot withdrawal will be completed

After almost 30 days old mutual has no idea when the payment on my two pot withdrawal will be completed. SARS completed their part on the 5 October and here we are on the 14th and they are unable to tell me when the process will be finalized on their side. Another financial institution was able to complete the same process within 7 days. Old mutual was also the only company not ready on the 1st , they only started on the 18th so I suppose it should not come as a surprise,... They were lax and it is showing.