Refuse Payout

Went to the office and it was confirmed i can do a withdrawal on my retirement policy. I went back home cause i needed a tax no. So the same day i went back with my tax no and a 3 month bankstatement. Spoke to another consultant, who also confirmed the money is available and did my application. Got a sms the day after requesting my marraige certificate which i misplaced when we were busy moving, so i had to go to home affairs amd went back to their office to submit it. After a few days i received another SMS saying there is a delay in paymemt as my DOB does not correspond to my original application. I again went to the office as my statement shows the correct dob, and the consultant told me there is nothing wrong, all information corresponds and he will follow up. When i got home, im reveived an SMS again saying they cannot process my account as there is another policy and the amount exceeds R7000. This is after more than a week, and after confirming the delay in payment and 2 consultants confirming payment. I went back to complain and was told i cannot speak to the manager, i must speak to a consultant and they will escalate and phone me back. I received 2 miss calls cause i was busy driving and after that misscalls another SMS still saying they wont pay. Well, im so dissapointed, they send you up and down and no one has the decency to call back. Thats not service....its pathetic. You cant work in client service, give the wrong information a few times and just follow up with SMS's...