Disgusting service and no feedback

I sent in a request for withdrawal of my Retirement Fund on the 1 June 2021, as per the new ruling of the government, which they gazzetted on the 28 May 2021. Last week I got told that it had been processed and will receive feedback today that the funds have been released. Today I got told that your systems are still not up to date on the new ruling and I have to wait. I don't understand why I need to wait for you guys to update your systems when other financial services are up to date and are paying out their clients already. Why can't you process a manual payment? I don't think it's fair that you are making me wait for my money that I am owed and is rightfully mine because your company not up to date. Please can a manager contact me urgently, as your level of service is disgusting and I need to know what is going on. I never receive feedback on any of my emails and when I call I have wait on the for over half an hour. I want an answer today please.