Old Mutual is not responding

On 5 June 2023 I Started the process of paying out my retirement annuity. I am taking a third cash lump sum. Every week I am told it will take a 2 or 3 days to finish the process. Today I have heard they are processing it and only Monday will it be sent for a SARS directive, then add a another two days. Next week will be again a delay and promise next week in will be completed. Customer care does not respond to my email I sent on 8 July2023. It takes 15 min to get through to an operator, On Monday or Tuesday I phoned ***. Twice I was cut of and once I was referred to claims department which said it was a mistake. It has been 37 days now and nothing has been processed. Someone give me the truth what is happening.