No reply from Alexander forbes about onlne login problem

I am extremely frustrated with Alexander Forbes.

I have been unable to get into my online logon to access my company retirement fund statement.

I called their call centre on 5 Sept'19 at 10:22 and spoke to a lady Nikita. she eventually determined that the contact details they have for me last was correct in 2010! they had my old email address and phone number which both expired in 2010. this despite the fact that I had been able to log into the portal at least once before about 2 years ago.

She then asked that I send an email with my new details to the following address ( ***) which I did.Nikita said it would take 24- 48 hrs to reset.

by Monday 9 Sept, I still had not received any response, so I called the call centre again. I spoke briefly to Sibusisu, but got cut off. I called again and spoke to Clio. I could not understand what Clio was saying since her pronounciation is not good. when asking for my "first" name, is sounded like "past"name and despite asking her 3 times to clarify - she was not able to pronounce it correctly and the poor quality of the phone call also made it even harder to understand.

I eventually realised what she was asking and provided her my name and other details. she then asked me to hold on, which I did for 12 minutes, before being switched automatically to the automatic survey! needless to say they only scored 1/10 on each of the questions.

To date I still have not been contacted by AF which is really poor

Its very concerning that this is the poor level of service I have experienced. as customers we entrust them with our pension savings, yet they lose my latest contact details - despite me having updated it within the past 2-3 years and having been able to log on using the newer details!

the fact that AF have not contacted me is unacceptable and shows their systems are not working!!

Unfortunately, I dont have an option but to keep my pension fund with them since my company fund is with AF.