Communication ver poor

I must admit im highly dissapointed at the level of Communication at Alexander Forbes. I app**** for a 2 pot withdrawal on the 11th September, and upto now im wondering why its talking so long. I called them today only to be told my directive was rejected by SARS 11 September, fair enough but i wasnt informed about this. The consultant on the phone advised an email was sent and it did not go through. So if it did not go through you just leave the matter no phone call or sms to notify me? I had to call a month later and they are like or sorry your email didnt go through so we did nothing. Highgly dissapointing for such a large comany