Unpaid pension funds

After I complained about the service rendered by Sanlam a manager called to tell me that my issue will be resolved & I will receive payment within 48 hours. it has been more than 10 working days with no payment no updates whatsoever. So what I don't understand is why they would ask me to send my documents over & over again as if the documents will make any difference as they are still the same documents. Now I'm wondering what happens when you want to claim for funeral benefits if this is the kind of service they render towards their clients, I advice if you are planning to take a policy or anything with them please save your time & your money & stay away from Sanlam they take forever to make payments according to their policy.