Non compliance to internal SOPs

Its been 3 weeks since i have been asking Sanlam to update my details on my pension fund portfolio. My employer also submitted a request but still no changes has been done. Sanlam does not adhere to their SOPs, the Whatsapp line is useless. I kept on asking for my surname to be updated because apparently that's what enable me to submit my two pot withdrawal. Not sure if this is one of their delay tactic. I was told it take 72 hours for the changes to be effected but now its more than 72hours since i have requested these changes. I am struggling to withdraw my 2 pots funds.