Very poor feedback

After 9 weeks have passed since Alexander Forbes has received my withdrawal claim, their Helpdesk still can't provide me feedback on what the status of my claim is? I have been advised instead that I have to wait another week since they do not know what is happening with my claim, and then phone them, not Alexander Forbes providing me with feedback! How is this possible? I think this is very poor and I would suggest that Alexander Forbes put in more effort to keep customers updated on progress and on the status of a claim. Also, since Alexander Forbes is the party failing to provide speedy service, should Alexander Forbes not be the one providing feedback? Every day passing I lose interest in money Alexander Forbes is failing to transfer to my new annuity!