Bad service from Alexander Forbes

I’ve left my employment 26 June 2024, 3 months ago and till date haven’t received my pension fund. On the 26 August I’ve contacted the offices of Alexander Forbes and was informed that they did not receive a payment option and thus the delay in me getting my funds. I then returned the form on the same day, I received a response from Lungelo Louw stating that my claim form has been submitted to the administrators for further assistance. I was also told that the process will take 2 weeks and I will get my funds by then. On the 10th September I tried to contact their offices telephonically, but the lines are not being attended to, I then send an email again requesting an update on my claim, no response. I did send an email again on the 19th September and received a response from Zamampande stating that there’s still documentation missing, my id and proof of bank account, I did submit those. On the 18th of September I logged a complaint on the Alexander Forbes site and have been dealing with Dipuo, I was told I will receive feedback on the 26 September, I didn’t get the feedback. On the 27 September I did send again an email to her to follow up, she only responded today I need to resubmit the new claim form since the one I submitted doesn’t contain the two pot.

This whole process seems very unfair towards me, I’ve submitted my claim before the two pot system was implemented and now the people of two pot are being prioritised before me. I feel as if Alexander Forbes doesn’t take my concerns nor my complaints serious. They phones are offline you can’t get through to them and that’s really unprofessional. Why should I be punished for their mistakes.