Unable to log two pot claim due to system issues

I have been attempting to log a two pot claim but it's clear that Alexander Forbes were not ready for this. I have now down a claim 4 times on the app, when I log in, under Claims tracking it states "Your claims tracker is empty". I was on the phone with a consultant for about an hour in total on Friday, who thinks the fact that they do not have my middle name on the system it cannot do a verification. She also kept saying I must get my company HR to assist me, but I explained that I have a personal preservation fund, it is not through a company. I did another app application yesterday after they have updated my details and still the same issue even though I got a reference number. So frustrating! Not sure what to do at this stage.