Retirement annuity

I made a claim in February 2022 for my retirement annuity at Old Mutual Central City branch and I was told that the payout will be within 7 days. Months passed without any payout. I then went to the Wonderpark Branch in August 2022 and I was told that the claim was not made and the consultant started the process from scratch and made the claim and told me I should wait maximum 30 days for payout. It is October and still have not received any payout. I have 2 emails with no response. First reference from the first email CCCNM***5. Second reference from second email CCCNM***4 and the retirement number CEB***