Bad service from Sanlam

At the beginning of submitting my Two Pot withdrawal request on the 12/09/2024 the service was good. I received notification that completion would be the 04/10/2024.On the 04/10/24 I received another notification stating that there was a delay in processing payment due to a large number of applicants which I can understand. I then emailed them in October regarding the status and received an email stating that completion would be the 22/11/2024. Today 06/11/2024 I received an email stipulating that my documents was not legible.From September , no mention was made about my documents being illegible until today. This is very disappointing not to mention frustrating. Im a stroke patient who requires my money urgently to take care of myself as my disability prevents me from getting onto employment.