Retirement Fund withdrawal

I am so disappointed with Alex Forbes, my claim was submitted in August and a tax directive was cancelled on the 18 of August , no reason provided ,called their call centre multiple times and was told they will escalate but I don't receive feedback, Worse my to escalation I did last week Monday and this week Monday and all interactions I've had with their agent they have disappeared,making it sound like I never called or escalated , they claims department they don't respond the escalations which tells me they don't take their customers serious ...I need my money and I need it now Alex Forbes