Unpaid request for full payment of retirement annuity

Good afternoon i am very disappointed with the service i have received from Sanlam as on the 12/10/2024 i had sent them a filled up documentation requesting for the full payment of my retirement annuity as it's been paid for quite a while now however though they promised to get back to me,to this day they haven't done so i even went to an extent of calling them and was told it takes four to six weeks for me to get the payment i must say their services are just depressing as they cannot be re**** on