Two - Pot system delay

I am experiencing very bad service with Sanlam, I app**** for for my two pot withdrawal on the 4th of Sep and till today I have not received any payment in stead i get told that my case will finalized on a specific date, every time I follow up I get told of another date. When I call I will be on hold for more than an hour without anyone picking up my calls. I have with Sanlam since 2017. but the service i get is really shocking. I am now starting wonder if I should not move to a company that will be able assist me with urgency. I know people who have got payment without delays from other company so why is Sanlam delaying the process. is this a sign that come the time to retire I am going to face challenges with Sanlam as I am currently doing.