POOR SERVICE

My mother received a payout from Alexander Forbes. Wait, let me start from the beginning. My mother received an amount, quite a big amount but wasn't sure from who. Went to the bank; they said it is Alexander Forbes. I phoned them (as I handle my mother's financial affairs). They said it is an unclaimed benefit from a provident fund. I asked for more detail as it affect my mother's tax affairs but the consultant said the system was down. I emailed them on 22 March 2023 to ask if they can provide me with more info as the consultant on the phone weren't able to do it. Until this day I still haven't received a response. I asked our financial advisor 1 week after I sent the email to find out what this payout entails as we need to know what the tax implication is of this payout and I didn't receive any response on my email. AlexForbes responded A MONTH AND A HALF LATER and said it is an unclaimed benefit even though we ask for detailed correspondence. I am deeply shock that such big company has such poor communication skills. How can you not just send an email stating an amount will be paid out or even when a client requests information that you can't respond in an appropriate and timely manner? We ask for clarity on this amount as it impacts what needs to be done with the money and what documentation is needed for further steps.