not happy with Alex Forbes Claim process

I have logged a claim for my provident fund on 14th August 2024. I received an SMS from Alex Forbes on 31 August 2024 that they did receive my claim and it will be paid within 6 weeks of withdrawal date. I called today and the agent seemed clueless about the turn around time and status of the claim. last week I spoke to a different agent and she was also clueless on what is going on. seems like Alex is going to send me from pillar to post or their agents are just ***********. no one is able to give a straight forward feedback after holding on the line for almost 30 min. and I was also considering transferring my current pension to Alex forbes but looking at this lengthy withdrawal process I have to think twice. I hope someone is goin to give me a call and give me a straight answer on the status of the claim.