Pension fund taking forever to be processed

I was outsourced from my previous company to the company that does not have pension fund. Because of the latter, my pension fund, which is held by Alexander forbes, was due to me. I filled in the necessary claim forms and provided all required documentations to my former HR. They in turn forwarded the forms to Alexander forbes together with my other forms for the money to be transferred to preservation fund. It has been more than a month since then and we, myself & my financial advisor, are yet to her from Alexander forbes. Last week, my financial advisor sent an email to alexander forbes with no response. I googled their contact numbers and spent more than 45 min being transferred from post to pillar. When I was finally directed to the 'right' person, she was not in the office. I called once more to ask if there was nobody else who can assist me. This time I was transferred to the extension number that was never answered. This is the worst and pathetic customer service ever from such a huge company. Makes one wonder what made them this big when they can't take care of their very own customer!