Can’t withdraw.

I applied for a withdrawal on September 25th and received a message from them, saying the money would arrive later since they were taking a break from 10.1-10.7. I asked them about it on 9.30 and they told me due to FSA review, I need to fill some files if I need my money quick. I asked them again on 10.8, the service told me the FSA review is still processing and pushed the date to 10.15. I asked them on 10.15, they are all missing.