No SERVICE from Alexander Forbes

Last week Friday, 4 Feb I attempted logging in to my account, however I needed to receive a rest pin to my cell which I did not get. I called and the agent advised choose the email option, I still haven't received the pin. I called back yesterday 7 Feb, waited on hold for 7 minutes, chose the option to get called back. More than 24 hours later I still didn't receive a call. I called again today and got through to an agent, who kept me on hold for 12 minutes after verifying details. He then advised the sms would be sent, but again this did not work. The call was then cut from their side. Please can this be attended to urgently, surely it is a simple matter to resolve.