Unpaid retirement annuity after almost 2 months of initiating a withdrawal

My mom initiated a retirement annuity withdrawal on the 14th of September 2021, she was old that the money will be paid within 14 working days which was suppose to be any day before the 4th of October 2021 and up until today the 1st of November 2021 money hasn't been transferred. A consulted asked for an email address saying that there are documents to be sent which was provided but no documents were sent. This is frustrating as the money was suppose to be used for other necessities and because of this *** service now our lives have to be on hold. This is complete bull**** and i wouldn't advice anyone that have their retirement annuity with Old Mutual