Failure to adhere to turnaround time

Visited old mutual branch on 1/10/2024. Was informed of the turnaround time to be 15 working days to process my withdrawal. Received a request to complete a tax residency declaration form which I submitted online. 15 days lapsed. Went to the branch and was informed that whatever I submitted online was never attended to. Had to complete another one at the branch, new timeframe issued for me to wait. It's so unfair to wait longer periods beyond the initial turnaround time of 15 working days.