Not getting any info out of Alexander Forbes after they contacted me

Alexander Forbes pays a company to trace me, to tell me that there is surplus funds in a provident fund from 19 years ago. I filled out all the necessary forms and emailed it to them on 16 April. I have since repeatedly tried to contact AF by phone or email. The phone rings for 13 minutes after which a very rude person from a different division answers, who cannot give me any answers. Most of the contact mails on the website gives you a "oops sorry" when you tried to send it. 5 Weeks later I do not even know if they have received my forms, and I cannot get any other information.