Pension payout claim

I am totally disgusted with the service I am getting from old mutual regarding my pension payout claims it has now been going on for 3 months now and I keep getting different answers. I phoned on Monday and they say payment within 3 to 5 working days now I phone just to check all still on track now I get told no sars has declined tax directive again. They can't even tell me why it's getting declined. This is really getting ridiculous to keep hearing all the different stories. You send emails they never respond. Why are companies very quick to take your money but when you want to claim it back it takes forever. How can a payout claim take more than 3 months.