Pension fund withdrawal: BAD SERVICE

I have requested a withdrawal and transfer of my pension find since August and we are now in October and Sanlam has not assisted me. When I call them I wait for hours and hours without getting assistance. when I send a mail they respond and promise that my request will be done after 7 days. but still after that 7 days I'm not helped.. its been a difficult 2 months from the service I'm receiving from SANLAM and its frustrating.