Alexander Forbes - Poor customer service

Good day,

I have tried to contact Alexander Forbes to obtain a IRP5 over a period of 3 days without success. Sent mails to the provided e-mail addresses (without reply) and have been holding on the phone for a significant amount of time (it is always stated that they are experiencing high call volumes). Eventually getting through to an agent I was promised an IRP5 on Friday 7 August but I am still waiting on Tuesday 11 August at 16:20. On calling today I was not able to talk to anybody after numerous efforts and wasted amount of airtime. I can't believe that something as simple as mailing an IRP 5 can be so difficult. I made similar requests to competition of Alexander Forbes and within one phone call I had the required documents mailed to me instantly. This can be done but seems as if Alexander Forbes just does not value good customer relations.