Impossible to speak to anybody at Alexander Forbes

I have been trying to sort out a problem with Alexander Forbes for close to 2 years now - today I once again tried to call them to see if any progress had been made. After about an hour and a half of trying to get an answer from the call centre my call was finally answered. I was put through to a gentleman who took my details, asked me hold while he checked my query for me AND NEVER RETURNED!! He left me holding on for another 10 minutes, until I finally gave up and put the phone down.