Bad customer service

The worst place to ever invest with. I am struggling to get my money from my provident fund. 1st they tell you your money needs to be a certain amount otherwise they cannot help you, therefore I chose a different company then there was a issue from their side so I had to go back to them yet I received a email on the 28th of December saying my money is with Alexander Forbes. Everytime you call you speak to a different person, the last person I spoke to said I shud wait 21 days. I received another mail on the 2nd of Feb 2022 to say all documents are in order it's way pass the 21 days. Today I am calling holding on for almost 15mins nobody answers the phone. How does such a big company fail on customer service. When someone do answer they just say all is in order they see nothing wrong I must just wait for another email from them. A small matter that should have been quick and easy becomes such a burden now because they never wanted to help in the 1st place.