Retirement Annuity fund payout delay

If there was a zero rating I would give you guys one.. My mom recently app**** for the release of her retirement annuity fund, the fund was registered using a broker at Limpopo,the money was promised on the 1st of December it is now the 10th of December.When we call the broker person you work with he says the funds are being processed by you guys and will take three days..It has been a long time and we want to purchase some property, we might loose the deal now. So so disappointed by you guys,old mutual was the go to for everything for the whole family, car insurance and everything.