Worst service when withdrawing but lightening speed when investing

I have a tax free investment with Sanlam Wealth which I wish to withdraw due to personal reasons, however the process is nothing short of the most pathetic customer service possible. I have sent in my forms on the 25/04/2019 and I was told already at that point only to expect the payment on the 13/05/2019. Then on the 02/05/2019 I was sent an email requesting a sign an affidavit and get a commissioner of oaths to sign it too. I emailed back twice since regarding this strange request only to get a call today the 07/05/2019 to say the request is due to the fact that there is no signature on record as this was sold online. Therefore due to short-comings in their online sales process and verification methods, my withdrawal is delayed however there was no delay or issue with the investment. And yes this is all for my protection... I await feedback from Sanlam Wealth as they are truly offering the worst service with the worst turn around times and apparently my original email was rerouted internally from the 25/04/2019 to the 02/05/2019 before the relevant person for the withdrawal got it... Sounds almost like snail mail