Terrible service from Sanlam to withdraw

Absolutely terrible service! I did a withdrawal which was supposed to have been paid on the 12th of December, when it was not paid they said it would be paid the week after, but it was not paid and now they want me to wait until January... How can you treat you clients this way! That was needed for something and you make us beg and plead. And this is not the first time Sanlam has done this to me, and people who did their claims on the Sam e date and time as me somehow recieved their claims.