Policy payout

Financial emigrated and requested payout of my retirement annuity with Sanlam. Submitted the documents on 18/09/2024 before the eligible application date of 03/10/2024 and I confirmed that Sanlam received the documents. After a month of the due application date I followed up since I did not hear anything from Sanlam just to find out that they have no records of my documents. Re-submitted all documents and gave it another month and followed up, Sanlam had everything they needed but did not submit the application to SARS. It’s now been 3 months and I therefore questioned the money lost that could have been invested during this time due to their negligence and has not received an answer from them. Yet, Sanlam charge a fee of R67 000 to end this annuity. You will receive an automated response with the due payment date simply extended after each enquiry. My case has now been extended for another month to 31/01/2025. This is now 4 months total !