RMA what's the hold up?

Since February last year I've been with RMA, I've had no real problem with them besides them being really slow with basically everything. I'm on pension now and there's an option to take a loan from your pension which they call commutation.i gave all the documents needed and it's been getting reviewed since the 11 of November 2021.at first they said it takes 3-7 days then it was 10 - 15 working days. Whenever I call they say my file is open so someone is busy on it. They've been saying that for 2 weeks now. This week it's apparently waiting for authorization.i don't understand why it's taking so long. Im not working and in so much debt and this stalling is just making everything worse