Month long unnecessary delay on payout of funds

<p>Requested commutation of r.a. in July. Last request was copy of divorce decree. Was told all requirements had been received, processing woyld take 21 working days. End August I followed up, as no funds had been paid to me. I was told the matter had been closed as the divorce decree hadn't been received. When I advised I had in fact submitted the divorce decree and hadn't received any further communication, I was told I needed to submit a more detailed divorce decree, specifically pertaining to the pension interest of my ex-spouse. I submitted this and spoke to numerous consultants to follow up and to ask to have the matter escalated and expedited. I received an sms on 14 September 2016 stating the funds would be paid over wirhin 2-3 days. I had requested the commutation as I needed the funds due to financial difficulty. Today, 16 September, was the 3rd day and still no funds. Phoned in, asked for a manager. Was put on hold for 12 minutes before the manager came on line. He told me the funds were in Old Mutual's bank account and that they were awaiting a tax directive from SARS. I told him how extremely unhappy and disappointed I am in the general lack of communication, the unnecessary month long delay, the matter not being expedited. The manager told me there was nothing more to be done. He continued to explain the payment should happen either today or Monday and that it could then still take 2 working days to reflect. This is unacceptable. I had to ask him to phone SARS and follow up on the tax directive. Also to then ensure an immediate payment gets done and to reflect in my account. The manager took my contact information and confirmed he'd phone me during the course of today. Still waiting ... </p>