poor service

i am struggling to get through to alex forbes client services everytime i call i end up holding for 30 plus minutes and the call ends up cutting i left standard bank on the 31 st of december and i am yet to receive my money this is unacceptable i laid a complaint reference AAAA 9457 was told it would be resolved in 4 days its now day 5 and still no feedback this is shocking from such a big company. there is no sense of urgency and i get the feeling that alex forbes does not want to assist me with my withdrawal or should i rather forfeit the funds as i am getting no joy in dealing with alex forbes