Very poor service from Alexforbes on 2-pot retirement savings claim

Alexforbes is the administrator of the retirement funds for my employer. I submitted a claim for my 2-pot retirement savings on 20 September 2024 (***) and today, almost a month later, it still has not been paid out. It turns out that my Tax Directive which was submitted 20 days ago was declined by SARS as I recently had an incident whereby another tax number was created without my authorisation under my SA ID (I had used my passport to get my tax reference no. as I was not yet a permanent resident and therefore did not have an SA ID number) so my tax number on the directive was different from the number SARS could pick up.

Instead of Alexforbes informing me that my Tax Directive was declined by SARS, they did nothing. No update was provided on AF Connect either which I was checking almost daily, it just showed that the process was at the "Tax Application" stage. After being on that same status for 4 days, I submitted a request for a callback on AF Connect which was to be attended to within 48 hours. Nobody bothered calling me back. I tried to call on ***but the automated guide and bots would not allow me to proceed to speak to a consultant.

The matter of the 'additional' tax reference number under my profile was resolved by SARS per the notice of tax registration which I emailed to Alexforbes together with a copy of my SA ID after eventually getting through to a consultant on 11 Oct 2024 using the telephone number *** whiich was provided to me by a friend who works for Momentum.

I still do not even have a response to my email sent on 11 Oct 2024 (other than automated email response indicating a 20-working day turnaround period, imagine!), nor the follow up email which I sent today, 15 Oct 2024. Very poor service indeed. ☹️☹️☹️