Very Bad Service

I am awaiting a payout of my provident fund from alexander Forbes, received sms 27/10/15 , stating claims will be processed within 10 days. I called on the last week of October just to follow up if everything was in order and was told that it was and in 10 days it will be paid. So again today I did another follow up call and spoke to Eric who mentioned they were awaiting my tax number, and I had to give him my tax number. So I argued with him as to why hadn't anyone bothered to call me to ask for the tax number and he mentioned that it was my my job to call them..so I had to follow up all the time..my problem is why don't you contact us if there is problem...If I didn't follow up today,how would I have known. Now I'm told it would be resent to sars within the next 3 to 5 days and then only will it be processed. This is not acceptable and for a company such as AForbes, it's dissapointing. When you initially join the pension scheme, you give your sars number to them and file it on the form again when you are leaving the scheme. This is very bad service for a company with such reputable name..I will never want to join their services again.