Cat and mouse with little to no communication

Requested a withdrawal from my retirement annuity on the 25 of august 2024, was sent a form to fill and return it, only for them to me sending emails about missing documents that I sent several times, completion date was set to be 11 September,on the 11th of September was told to re-send the form and additional documents which I did and completion date was 25 September,on the 26 of September was sent another form to fill and return and completion date was set to be 3 october,on the 3rd of October was sent an email which said what exactly is it that I need to do for me? So all along I was being played they didn't get my request? After the 3rd of October zero communication,phone calls go unanswered or you get put on hold for 30 minutes to an hour.sanlam is the worst. A bit of communication and a way forward wouldn't hurt