No customer service, just appalling customer treatment

I sent my request to the two-pots withdrawal on 11 November 2024. I got an automated email back stating estimated date of completion 10 January 2025. In December 2024, I followed up via email on where in their process was my request and the SLA for the process. I got the same estimated completion response. On 09 January 2025, @16:59 I had missed a call from Sanlam, I called back only their office hour is until 17:00. They sent me an email stating there was additional information which they needed and therefore could not meet the deadline 0f 10 January 2025 and have extended te date to 14 January 2025.

I sent them an email questioning which call be a minute before closing time then extend the completion date, giving an impression that I am the cause of the delay.

This morning I received an email from Sanlam stating they are busy with my request and will be taking into account the additional information they received. Where did they get this additional information wen no one has spoken to or requested anything from? Why are they disrespecting me as a client by lying? What is the cause of the delay to extend te completion date?

Why is no one calling me to explain what is really going on after I had requested that someone call me back to explain? And does it really take 60 days to payout from the two-pots retirement fund?

I am digusted by their service, it is appalling.