Poor service

This is regarding the service and communication received from sanlam umbrella fund, I received communication to send required documents for my provident fund payout, all documents submitted by the 18th July, told to wait for 14-21 days, those days came and went, decided to give them the benefit of the doubt and waited 14-21 business days rather, still no feedback nor any payout, I must say that I'm sick and tired of the service received from their call center agents and the poor customer service