Level of service "Simply Not Acceptable"

I am writing to express my deep frustration with Sanlam's handling of my early Retirement Annuity withdrawal request, as outlined below:

Plan Numbers: ***X0 ***X5 Member: AB Malunga Service Request Number ***

On 2 September 2024, I submitted a request for an early withdrawal, and I was informed that the estimated completion date would be 26 September 2024. However, after following up with an email on 30 September, I received no response. I then called on 1 October 2024 and was told that an urgent request had been sent to SARS for the finalization of the request and it takes two working days. Today, on 4 October 2024, after another call, I am informed that a tax directive from SARS is required and will take another two working days to process.

I find this delay unacceptable and (as an excuse), especially given that four weeks have passed without any communication from Sanlam's side to request this tax directive earlier. I am feeling as though my case has not been handled with the urgency or professionalism it deserves.

I expect this matter to be resolved immediately today, failing that, I will have no choice but escalate this issue further, as this level of service is simply not acceptable.