Unacceptable service

Initially when an employee resigns from an organisation, there’s about 6 weeks waiting period in order to be paid your cash portion (of pension/provident fund) when requested. However in this case I’m receiving appalling service from Sanlam. 3 weeks after the (6 week period) I’m emailing and calling everyday and no one comes back to me advising that there’s a fault or glitch in processing payment. I’ve been calling Mafa Maphosa, and he transferred me to his manager yesterday who said they’d give feedback but nothing. Why is it that coorporates think they can get away with not providing the service they promise? I don’t know who else to speak to, so I need to lay a formal complaint this is getting out control!!!