2 pot withdrawal

I have app**** for 2pot withdrawal on the 2 September. people at work app**** after me and already got their money. When I follow up with sanlam the feedback I get was waiting to send to Sars that was on the 6 September and the consultant confirmed all my documents is in order, when I follow up again on the 13 September I was told again it awaits to be send to Sars. This is bad service how can people make withdrawal after you and get their money before you.