refusal of payment

I sent a complaint to Alexander Forbes on the 18 June 2024, and they responded with the automated response "At Alexander Forbes, our clients are important to us, and I am sorry to learn that you’re dissatisfied with our service. Thank you for taking the time to bring this to our attention. " To date they have not called nor paid out the funds to the beneficiaries. Alexander forbes is so unprofessional and *********** really, all they know is to tell their client that it will take about 6months to a year, what nonsense is that.