Bad service

I submitted my retirement claim beginning November 2022, did a follow up on the 30th nov 2022 spoke to a guy Mpho. Only to find that my claim is complete but there has been a problem with the banking details and no one has ever bothered to contact me. Mpho then said it’s unfortunate because he doesn’t deal with that and he has no answer. He advised me to send proof of banking and copy of ID, he then said he will send me an email with everything that’s needed as I did not have a pen where I was. Email did not come through and I decided to send it to “***, did that on the 1st December 2022 and today mail delivery sent back “There was a temporary problem delivering your message to ***. Gmail will retry for 46 more hours. You'll be notified if the delivery fails permanently. I am still waiting for Alexander Forbes to contact me. This is a big group that promise us to look after our retirement money but when there’s a problem with the claim they can’t contact us.