Retirement fund withdrawal

My mother lodged her retirement withdrawal claim with A FORBES who is the fund administrator for her former employer JDG group. She resigned in March 2018 and to date has not received her money. Between her employer and the fund her claim was not processed until I took over the follow up in May. The communication between myself and the responsible claims processor , Leandra Abdull has been been extremely painful . She is very unprofessional, she typically does not respond to emailS and you cannot get a hold of her on her landline half the time. If she experiences any challenges during her claims process,she will not bother to call,sms or email to advise of the issue and discuss a way foward . When you call the contact center, they don't have any real time feedback for you because the systems are not synchronised between them and the administrators. I have spend many hours trying to get help but the exercise has been fruitless. We are now almost at 2 months since the claim was first submitted and I don't know why things are not moving. I suppose I will only find out what the problem is the day I manage to get Leandra on the phone The service from Alexander Forbes has been bitterly disappointing. For a company that has been around for so long it would appear they have become complacent and have lost the key values of good customer service. It's disgusting really