Failure to honor a client's request with no updates

I have a tax free investment with Sanlam, I sent through a withdrawal and cancellation request October 15th in order to have the funds to pay for my sons school fees in advance since i am now unemployed Up till now as in today the 20th of December Sanlam has not honored the withdrawal and cancellation requests my balance has been adjusted on my dashboard to show it was withdrawn. Every time I query it, they send an automated response pushing the date for payment by 3 or 5 extra days. My broker even tried to find out what was the delay- they ignored her , No Service, Ignored Cancellation Requests & Misleading Waiting Periods not even automated response.

I did the affidavit anyway as requested even though they never had such an issue before even when it's time to deduct money from my account they would even take it a day early, Anyway October passed nothing November passed nothing

I am being mislead on the turn around time for received the cash its the 20th of December today they've just deducted money again ,no communication no cancelation nothing i am no longer annoyed I am enraged at this point this is really ridiculous and very very unprofessionalI