Terrible customer services, slow to resolve issues!!!

I have called Alexander Forbes continuously and have been put on hold for 15-20 minutes at a time, further to this; the consultant I spoke to was quite abrupt and rude to say the least. Can't remember his name, but the call was made in 07/10/19.

Anyway. I finished at my previous company on 02/09/19 ( no contribution made for that month), and upon enquiring with AF, was told my pension fund would pay out 4-6 weeks from the date they received my claim (04/09/19).

I am now being told that my previous employer did not pay the September contribution and they (Alexander Forbes) are waiting on those monies to process the claim. I was also advised that if no contribution will be made for September 2019, then I must contact the company and ask them myself, to change the dates on the claim form.

How is this acceptable? Had I not called, would they have facilitated with my previous employer by now? Or did my call prompt the process? This is absolutely absurd.

We are now in week 5 and I have no intention on waiting another 4-6 weeks. I expect this issue to be resolved as soon as possible.