Alexander Forbes has shocking customer service

I have not heard from A Forbes in 18 months since being with them. When I try to get onto AF online, the automatic "I forgot my username" does not work. I have been holding 28 minutes already for them to pick up the phone. Does anybody work there? No wonder their customer service scores are this terrible as rated on hello Peter. they have an average score of 1.4 out 5 while their Net promoter score is -76. They are only rated 100 in financial services on Hello Peter. If they do not drastically improve this CX, their funds under investment will soon reflect this 100th rating.