Bad service an zero communication

On the 28 of October 2025 I filed a claim with Alexander Forbes but it has been stuck on the tax phase yet when I called in I was told that was long completed and the problem is the surname difference that resulted to the hold, I was then asked to forward Bank statement and Identity and i did on the 7th .now with the complaints department involved I thought there would be some changes and a clear way forward but it seems as if I was lying to myself. From the 7th of October my claim is still stuck. The complaints department along with the customer care department sent communication following up with my claim but no feedback, I think the fund administrator are 'Robots', they're failing even to laise with the internal departments. The whole of last week (from 7th -15th November)there was no movement or any sort of communication from them. This company's processes and communication are dysfunctional, they lack humaness and are not customer centric. The customer care is helpless and no accountability from any department. I am defeated now and I don't know what else can I do.