SHOCKING LACK OF SERVICE FROM ALEX FORBES PENSION DEPARTMENT

My late father's pension fund is administered by Alex Forbes, and on his death, a widow's pension was due to my mother. On the 5th August 2022, the administrator of my father's estate started the process to obtain the widow's pension, by submitting various documents to Alex Forbes. 8 months later, we have still not received my mom's pension. The whole process is totally frustrating, because one is forced to use a call center and a general email address, and can never speak to the person who is supposed to be doing the work. There appears to be no communication between the various employees, which has resulted in our having to send and resend the same documents numerous times. I sent an email on the 22 November asking that someone call me so that we could resolve this matter urgently. 4 MONTHS LATER, on the 3rd April 2023, I received a follow up email requesting further documentation. The treatment from this department has been totally unacceptable. Had someone bothered to telephone me when I politely requested, this could have been resolved months ago. Should I not hear back from Alex Forbes today, I intend appealing to Wendy Knowler for help, and should she not be able to assist, I will go to the Ombudsman.