Withdrawal failing to process 3 weeks later :( WHY?

I've submitted a withdrawal request on an investment only to to wait 3 weeks with no success [something that should take max 7 days]. When I call the call centre I'm given inconsistent information of ehat outstanding documents are needed. A friendly gentleman by the name of Mogamat Shaide advised that it was a tax residency form I needed to fill in. Which I did amd sent back to ***. i follow up a week later and I'm told they have not received anything this by another consultant/adminstrator by then name of Liesle Philander. Shocked ofcause I call again (can't remebr the lady's name) she mentions I should call compliance directly and submit a formal complaint via email if I wish to do so(email address given was blocked). Long story short. Here I am 3 and half weeks later with an sms saying no documents received and no money. WHAT AM I SUPPOSED TO DO?????????