Sanlam Pension Fund Payout

It honestly cant be this hard to get a pension payout processed! I was given a 10-working day timeline from time of receipt of documents from my previous employer. We are now on day 15 and I was told it could possibly take a few more weeks!!!! The reason for this remains a mystery! Today, your payment specialist advised me that I had a settlement letter outstanding on my claim. I personally received the letter from Standard bank on Tuesday and forwarded it to Sanlam on Wednesday morning. This was followed by at least 4 calls to confirm receipt and requesting clarity on the payment date. An hour ago, your "specialist" is still waiting on said letter and is now not responding to my emails. I am simply at a loss. All I know is that it cant be this hard for me to get MY money paid to ME!