Poor service from STANLIB

I have been trying to encash my pension fund, which is managed by STANLIB for over 8 months now. They either don't understand the process or they just don't care. I can wait up to a month for them to come back to my broker, only for him to be told that the request has been rejected by SARS, and they require further documentation. Surely STANLIB should be fami**** with the process and know what documents are required from SARS? Furthermore, not even my broker is able to contact a STANLIB representative directly - he has to try and contact an agent via their 'generic' email address. shocking service.