Unsympathetic, callous, disinterested, and thoughtless

Coming up on the end of the 6th month since all certified documentation was submitted to Alexander Forbes for the pension claim of our deceased Mother. Feedback provided has been little to none - one has to fire off emails which go unanswered and unacknowledged, leaving one lurching in the dark with no clue as to what is going on. Nobody seems able to give an indication as to when the claim will be settled. Multiple dates in the past were given as the payment date, but such dates have come and gone with no movement still. Unsympathetic, callous, disinterested, and thoughtless, these appear to be the strongest attributes of Alexander Forbes' staff.