Misleading Bad Service from Alexander Forbes

I contacted Alexander Forbes, sending various emails since June, but i got no replies, i called into the call centre and was advised, for me to obtain benefit statements prior to 2010, I was to send and email with a copy of my ID to *** which i did on the 21/09/2020. Today i recieved a response from Shamilla Smith : "Goodday, Kindly be advised that statements was online from 2010. Please advise the information you require from 1998 that you are enquiring about n you benefit statement "

so i rep**** with the exact query i had put in the original email, they obviously never bothered to read my original email, this is the reply i received

"Goodday,

In terms of the admin processes and requirements and by law we are only allowed to keep statements for 5 years."

so after asking what i needed from 1998, they now say it is not available. After being told that i needed to provide them with an ID and an official request, they now say it cannot be done.

So which is it ? Is Shamilla Smith not willing to process my request or is Alexander Forbes not willing to provide statements to their clients ?