Very disappointed

I have submitted documentation for early retirement on the 16th of October and even spent an entire day at SARS to ensure all my details are up to date and nothing outstanding to ensure the process is not delayed but to date have not received my funds. I have sent emails which is only answered a week later and have contacted the call center where I am told they cannot tell me where in the process the application is. One call center agent says 7 to 15 working days (same as the website), another says 7 to 21 working days (so no consistency). If the process was delayed due to me having to send my proof of residence I will be even more disappointed as I submitted all my documentation at the branch and gave the consultant my proof of residence but she gave it back to me saying it is not needed, so either it is a way of delaying this process or not sufficient or adequate training. I just want to know where in the process my claim is surely there must be some way of tracking it and also please decide is it 7-15 or 7-21 working days. I shutter to think should I ever pass away how my kids will struggle to claim my life insurance policy....