Alexander Forbes - Terrible Service regarding pension funds

I am extremely disappointed with the level of service that Alexander Forbes Provides. I have been dealing with Kristen Smith of the Alexander Forbes Surplus Funds since October 2020 and to date have received no resolution or useful information regarding my query.

I was informed by the Registrar of Pension Funds that there were surplus funds due to me from a previous company I had worked for in October 2020. I was also contacted by ICTS Provident Fund Tracing Agents stating that I was owed the money from the pension fund. After finding out that this tracing agency had a terrible reputation (from Hello Peter reviews) and they charged exorbitant fees for tracing I contacted Alexander Forbes Surplus Funds Department directly. I was put in contact with Kirsten Smith who gave me all the relevant documentation to complete which I duly did and submitted same. I follow up on a regular basis via email so that I have a paper trail of this information. I have even received an email relating to another person. To date I have received no information or any indication what is happening in this matter. Below quote from her last email.

"Thank you for contacting the Alexander Forbes Surplus Helpdesk. We have reviewed your query and wish to inform that a follow up was sent my humble apologies for the delay as well the wrong email was sent to yourself my apologies hope you can forgive me, as soon feedback is received I will inform you. Should you have any further queries you may contact us on *** or ***."

Despite emailing regularly to find out what is going on or when I will receive this payout it has now been over 7 months and still nothing.

I have also sent emails to Alexander Forbes complaints and received nothing from there.