Sanlam is not paying my claim

I have tried to withdraw from my fund for the past 6-8 months. I've have to call every month to try and get any feedback since none of my emails get responded to. Whenever I call, I have to wait on hold for at least 35 minutes each time. The person I finally get through to says that they will escalate the claim. It's has been a frustrating process since I do not get any communication and I still have not received my claim. The process is supposed to take 30 days to pay out.