45 minute wait to not be refused information??

My mother was contacted by a tracing company last week, who advised her that due to her having worked at Standard Bank 33 years ago, she is still owed pension money from Alexander Forbes. She was sent the claim forms, and advised to contact Alexander Forbes to obtain the information regarding the amount of money she is owed. So she phones Alexander Forbes, holds for 45 minutes, finally gets through to someone, explains the situation and is promptly told that she is to phone in 4 months. No information given, no reason why only in 4 months, nothing. And then the person hung up. I really expected better from an employee of such a prestigious company.