Alexander Forbes no service

I'm extremely disappointed and frustrated with the service that I've been receiving from Alexander Forbes. I resigned from the company I was working for and a withdrawal was requested on my pension fund. On the 23rd of November I received an sms stating that my payment was rejected due to an automated bank validation process. I then called in the same day to query this and was advised that I need to send in my bank statement and I'd copy for the documents to be sent to the administrator and I will then receive feedback and a payment within 3-5 working days. I sent the documents the same day and called in to confirm and a agent advised me they sending it to the administrator . I called in the next day the 24th to confirm if everything was sent through and the next agent confirmed it wasn't and they sending it through again. This was the 24th of November and I was advised that within 3-5 working days the administrator will get back to me or make the payment. I have since called in multiple times, firstly you wait forever to get in contact with a agent, there were times where I didn't get through after waiting and my airtime cut and I selected the option for a agent to call me back but knowone ever did. When I did get through twice the agents advised that it's been sent through and definitely within that turn around time will receive feedback. It's now been 7 working days and not once have I receive feedback or a payment. When we call in we told that we can't speak to a administrator directly but they will give feedback within the turn around time but it's way over now and knowone has given me feedback. It's extremely frustrating, if someone had at least contacted me back to advise me what's happening then it wouldve been fine however right now I am just waiting not knowing what is happening. I need feedback urgently as it seems like this is can go on forever and Alexander Forbes isn't bothered on providing a service.