Poor service delivery and payout

Requested on 31 October 2024 a withdrawal from my annuity policy as per provision of the two pot system. Initially the system indicated that payout will occur within 15 working days. My date indicated the expected date for finalisation will be 18 December 2024. On the 18th of November 2024 I spoke to an operator who informed me that they experience a backlog and my application was not yet attended to. Till date no further communication or payout from Sanlam.