Unclaimed pension fund and lack of customer service

After my friend resigned from her previous company in December 2021,after 3YEARS of service, she hasn't gotten her pension fund even now. Alexander Forbes keeps saying her withdrawal claims form has not been submitted by her previous employer.she logged a complain after hearing this,since Alexander Forbes says they can't help her, her previous employer needs to claim on her behalf. In March 2022,she submitted withdrawal claims form via email to her employer and one of the AF employees was copied to that email saying they will submit the form. Now when contacting AF they still say they haven't received the forms. They keep saying they can't help you if your previous employer does not submit on your behalf but for how long should you wait when employers withhold pension/provident funds on purpose? Is this a **** or purely lack of customer service?Who suppose to help you when the fund itself doesn't care, so that employers who are cruel cannot withhold people's hard earned money? My friend's money will just stay in the fund and not be given to her just because people are not doing their jobs or is this a way to ***** people's hard earned money where later on after giving up, someone else decide to claim the money without you getting a cent from that claim? This is really unacceptable since Alexander Forbes is not even helping my friend.