Promise of payment not kept to by ACA

I have resigned from Absa on the 20 November 2018. I have had contact with the pension administrators with regards to my pension find payout. Their contact number is ********** 606. I spoke with the administrator Mafa Maposa his contact number ********** 354. I spoke to him at the beginning of December whereby he confirmed telephonically that I should expect payment of the pension fund by the 21 December 2018. He requested that I must provide my bank statement as that was the only documentation that was outstanding. He sent me an email which I rep**** to with the attached bank statement. It is now the 27th December 2018 and I have not received payment. I phoned in to enquire what was the delay as I explained that I do no have another job and would need the funds quite urgently. He than claims that he did not make such a promise and now they are awaiting surety from the home loan department that I do not have a guarantee of R29000 for a home loan.He then explains that he sent the request on the 13th December 2018 and to date have not received feedback.I asked to speak to the supervisor or manager. I then spoke to a lady by the name of Lebo Radebe. She explained that the home loan departments number is engaged and they cannot get hold of anyone.They also have no manager on duty as all the managers are on leave. I did not receive an apology for being over promised about payment. She did advise that they have not app**** for tax. They will apply for tax deduct the tax from the benefit and pay a portion, withhold the R29000 and once they have confirmation from the home loan department they will pay the balance. I also explained that all my debit orders have bounced and that I would like the fee for each debit order that bounced to be paid.She advised that I need to send an email and she will forward this to her manager. I explained that I do not have access to email. She said she is unable to assist me with that if I do not send an email she cannot do anything. The customer service received is absolutely pathetic. There is no empathy that i have to spend my Christmas with money to buy the bare essentials like food. I am a single mother and could not provide for my son, as i re**** on the promise made but clearly there is no consequence for ACA making promises and not keeping to it. 1. I want the fees paid for each of my debit orders that have bounced 2. I want interest paid with my benefit calculated from the 21st December 2018 till payout date. 3. I want an apology for the over promise and non deliverance 4. I want my payout by noon 12:00pm 28 December 2018

Confirmation by this afternoon would be in order.