Stressed out client

I'm so disappointed with the service I receive from Alexforbes. This has been very stressful for me trying to claim my pension fund. It has been almost 6 weeks and no updates what so ever, even the online portal doesn't show anything. Now a call center agent tells me they are waiting for January's contribution to reflect. I cannot wait any longer my life is falling apart because of this poor service and my payout is being delayed. I feel like I am being **** to , because how can a payment that was done early February still not reflect. You are playing with people's livelihood. I need answers . Seems as if there is no command and control from the management at this company .