Delay and miscommunication regarding 2pot withdrawal application

I am writing to formally lodge a complaint regarding the handling of my husband, Gavin Mans’, pension fund and 2-pot withdrawal application. At the beginning of January 2026, my husband app**** to access his Sentinel Pension Fund. After a lengthy process, we were informed that he would not be able to withdraw the full pension benefit. Following this, we decided to proceed with a transfer of the funds to Old Mutual, while requesting a withdrawal in terms of the 2-pot system. On 9 March 2026, we app**** for the 2-pot withdrawal through a consultant named Xinwelo. We were subsequently advised that the application had been approved and were instructed to follow up after two weeks. On 25 March 2026, I followed up via email and was informed that the 2-pot withdrawal application had been submitted to SARS. However, on 2 April 2026, I contacted SARS directly via telephone and spoke to a consultant named Thato. I was informed that the initial application had never been stopped and, more importantly, that the 2-pot withdrawal has not been processed at all. I was further advised to follow up again in two weeks. This information directly contradicts what we have been told by their office. We are extremely concerned and dissatisfied with the level of service, the ongoing delays, and the apparent misinformation provided to us throughout this process. We are in urgent need of these funds, and the lack of clear, accurate communication has caused unnecessary stress and frustration.