UNCLAIMED BENEFITS - First a response then nothing at all

I have been in touch with your Unclaimed Benefits department over the past months who initially were responsive but now appear to have disappeared. After I sent the original information to them, the response was that the deceased's details could not be found. On investigation I realized that I had supp**** an incorrect ID number and immediately sent an email giving the correct ID number, but despite three or four follow-up messages, nobody has responded to me at all. Can you please tell me what the problem is? Is there a reason Alexander Forbes does not want to pay out the unclaimed benefits.