I have turned 55 in December, eligible to withdraw funds from retirement annuity

I have turned 55 in December, eligible to withdraw funds from retirement annuity. My appointed broker initiated a claim more than 30 days ago and contacted Old Mutual myself and received responses to the effect of that they await Sars tax directive and waiting for payment authorization (for 2 week now). Old Mutual Call Centre operator promise to sort and call back, but still 4 days later for that immediate callback on same day. I informed Old Mutual what my dilemma, but to no avail. I further reminded Old Mutual that they exceeded turnaround time as indicated for such claims. This surely cannot be acceptable.