Annuity fund withdrawal process unacceptable

Withdrawal process for 2 pot system is really unacceptable. Applying on 8th of October and was told +/-20days to complete process and receive payout. Checking update of request on sanlam WhatsApp channel date of completion is 5th of November 2024. No updates or communication regarding the process. Emails don't get any response on and to call customer care line doesn't help either to sit on a line for an hour to get someone to talk to. This matter needs to be escalated using this platform because I don't get any response on emails or phone calls.