Retirement withdrawal

My company has a retirement benefit on behalf of the employees with sanlam. So after the contract ended I had to claim the funds or transfer the funds to another fund. So I initially decided to claim a portion. So got communication from sanlam to select if I want to withdraw through sms, so I selected yes in July. A week later they sent an sms that more info is required, nothing is said about the information I followed up for weeks and they promised to sent. I kept on calling and later on a form is sent through. I then decide to withdraw everything because of the delays. I had to call several times to beg for the form waiting 20 minutes on the call at times. I asked for alternatives communication as the what's number does not work, calls and emails are not answered . I try sending emails they are not being answered on time. Consultants tell me that they have backlogs due to covid. (why not get more people then). Whenever I call am told different things every day or to call again. I m still not sure if they are receiving my emails or is the claim in progress. I am tired of calling and sending emails without clear feedback. I wish they could just send all the necessary forms once not piece by piece. I also wish the calls and emails are answered on time with sufficient info. The experience is very stressful. I feel sorry to anyone who has to go through this