Big companies - little people

It seems as if the big corporations do not have time to assist the little man in the street, and the most annoying invention in this world is the automatic response of "thank you for your inquiry, you are so important to us and we will get back to you in 48 hours" just to not hear from them again, and when you inquiry again, you get the same response - and again, no feedback on the inquiry. Case in point - as an HR Officer at a mine in the rural area of northern KwaZulu Natal, I often work with illiterate employees who cannot contact these businesses because they cannot relay their problem, or do not have the airtime to hold on (as i did when I tried to phone them - after 12 minutes I hung up after being informed that my call is so important, using Covid 19 as an excuse why they do not have enough consultants in their call centre - which is totally understandable - but then, because of that, nobody answers a phone - give your employees mobile phones and airtime - surely in these days, it can be done and then they can work from home. But I digress - this employee was medically boarded, and in the communication we had with him, it appeared that he contributed to a provident fund with Alexander Forbes, but never app**** or received benefits when he was transferred from his previous employer to our company. So now he wants to find out if he still has any unclaimed benefits with Alexander Forbes - and that is where we are today. Seriously frustrating for me, but more so for the ex-employee because he is without any income and there might be something for him. It is very simple, if your website say that we will respond within 48 hours, then do so - or at least send an e-mail from an actual person to say that we received your inquiry and we are working on it and then - by WHEN will I get an answer.