Poor service and unreliable on retirement funds

Very poor service on my retirement funds.I have been struggling over a month now to withdraw whenever I call I get different story emails are being ignored. I have send everything they requested but to date nothing has been done. My previous employer was using Alex Forbes before changing to new one the funds were never transferred and still reflecting on the account. Because I am no longer employed there and I want my money in my account is now a problem. I don't know what's hard for me to get all my money as the employer did send everything and when I follow up they requested bank confirmation and other documents that I did send immediately. But everytime I call to follow up I get different story that I must tell them where they must transfer the money while I already send all confirmation to send it to my account as their transfer was never successful with employer.this is very frustrating and unprofessional.