Delay in payout

I have a tax free savings account with Sanlam. I submitted documents to make a withdrawal from the account and documents were processed and I was informed I would get paid on the 10th of April. The 10th came and I didn't get anything. The 11th went by and still no payment. On the 12th I call in to check, and the consultatant I spoke to said they are finalising paperwork and I will get payment and email confirmation before end of day. Today is the 13th and I haven't received anything still.

Listen I hate insurance or investment account services that are VERY quick to sign us up and take our monthly premiums. But when they need to pay out, they wanna give us the run around. I specifically said I need to make use of the money it's an emergency and I waited for their grace period before money could pay out like they had said. But they still haven't paid out?!???!!!!

Service number: *** Plan number: ***X2