Disgusting service

I app**** on-line for withdrawal from my retirement annuity 04.11.2024. They confirmed the completion date will be 31.12.2024. When I app****, I had pressing financial issues that I need to attend to. I called them on 31.12.2014 to make a follow up and I was told that they have a backlog which I feel is none of my business. Its been full two months of my application and there's no response. I requested to to speak to line manager and was advised that they will give her my details and will call me back. Guess what, I am still awaiting the call since Thursday. I even wrote an email to the complaints department and they also haven't responded. Sanlam doesn't respect their clients. Sanlam has no sense of urgency. I am even reconsidering moving my pension fund as I am foreseeing danger in future