Unexpectedly Sloppy

I don't know why I had assumed Alexander Forbes would have excellent customer service. For the past 2 weeks, I have tried without success to get a benefit statement. I was told to request profile to be linked online, which I did. I then made 3 follow up calls and was told every time, the matter has been escalated to "experts". If it takes experts 2 weeks to link the profile of an existing customer online, I dare not imagine how they handle more complex issues. Waiting to see how much longer this will take