Making it difficult to claim unclaimed pension benefits

Our client queried with the FSCA whether he has unclaimed benefits with Alexander Forbes. The FSCA sent confirmation with the details of the unclaimed benefits, which we sent to Alexander Forbes on 5 December 2024 requesting a statement. They did not reply. We followed up again on 7 January 2025, and they did not reply. We phoned them on 13 January 2025, and they told us that they need proof of membership and ID. We sent them the ID and disclosure letter, but since the pension was all the way back from 1997, our client does not have proof of membership. We then phoned again yesterday asking for the statement, and Alexander Forbes said that they needed the membership number, but the FSCA only gave us the fund number. They then said that we should phone the FSCA to get the membership number, and in the meantime they will "try" to send us a statement. We have not received a statement, nor an email explaining that they are unable to send a statement. Alexander Forbes is extremely unhelpful and this feels like a tactic for them to avoid allowing us to assist our client in preserving his unclaimed benefits.