Old Mutual Claim

I've submitted a claim for a retirement annuity and provided the final documentation on 8/4/2022. It took Old Mutual 3 weeks just to get to the point of requesting the directive from SARS. Since the directive has been rejected 3 times. I need to phone everyday to follow up. Each consultant I speak to gives me different answers. And I've been requesting for almost a week now as to why the directives have been rejected and whether there is something that I need to do from my side. No feedback. This is such a headache dealing with Old Mutual.