Bad service, Dishonest and no empathy for clients

I was supposed er 5 working days.to have gotten my money on the 25/03/2019 when i got a message that payment could not be verified as i got married and changed my surname. I was told which documents to send to resolve this and i sent then on the 29th of March, which the call center agent confirmed receipt and said he sent them to the relevant department and should expect payment after 5 working days. I followed up on the 03rd of April and was told my surname is being verified and I should get my money by the 05th. Law and behold today i call and Im told to resend the documents to a different department even though in all my other phonecalls i was assured the documents have been received by the right department and my claim is being processed, and it might take another 7 to 10 working days to get my money. I feel its unfair for me to wait so long when i submitted everything in due time . This is very frustrating and i dont think Alexander Forbes cares about you once you are taking your money out and not putting it in.