Bad service

I have never felt so disrespected and abused. I called Alexander Forbes to enquire about how to start the process of withdrawing my provident fund. A lady by the name of Kabelo(not sure if she gave me her correct name) answered my call. Kabelo asked few questions of which I answered, she then said she is going to check something then she put me on hold. I was put on hold for close to 45 minutes . I ended up terminating the call as I realised that the lady had no intentions of getting back to me. How can a financial a compony such as big as Alexander Forbes have zero considerations to the financial a loss that clients suffer through calls. How can we trust a financial institution which fails to give us simple customer service. I have also sent emails which have never been answered. I still want answers as to how to withdraw my funds.