STanlib - Secret Service?

I submitted a withdrawal request on 11/02/2020 after numerous e-mails I was told that the investment was ceded (this after withdrawals had already been made). After numerous e-mail I finally found out that it was ceded in 1997. I subsequently obtained a cancellation of cession and my request for withdrawal was again submitted with the cancellation of cession. I was then informed that they could not check if the cancellation was valid as there was no telephone number on the cession cancellation letter although it was on an ABSA letterhead. The contact details and cover e-mail was sent to Stanlib. 2 Days later, I again receive an e-mail saying there are requirements outstanding but not what it is. This is ridiculous. It has been over a month and I still have not been paid out. There are NO contact detail provided by the person dealing with the case. There are NO contact details to lodge a complaint. So how on God's green earth, must you resolve issues. It is as if they deal with things anonymously so that they can hide their uselessness behind said anonymity.