Incapable of sorting out online access to my personal profile for almost a MONTH

I sent an email on 9 August to AFOnline to sort out a login issue. I received an email stating that the issue is being "dealt" with. On 1 SEPTEMBER I contacted AFOnline and enquired about the delay in sorting out the problem at which point I was advised that the issue is that I have an @ symbol in my username and that the profile should be deleted. On TUESDAY 5 September the profile had not yet been deleted and after enquiry, it appears that it would still take until Wednesday 6 September to delete the profile.

I cannot understand that a reputable company such as Alexander Forbes can be so lax in their attitude to clients enquiries. If I had not enquired from my side on 1 September NOTHING would have happened regarding this issue.