Very very frustrating poor lack of service

Good day

Its very unfortunate that i need to type out this email especially given that it is pertaining to my well being? Alexander forbes is such a huge company to have its agents placing us on hold for 17 minutes only to drop the line while im following up on the process of my pension claim. This is not the first time this has happened. Ive called in daily trying to get assistance and no agent has been able to assist or even advise on when ill be assist, instead, ive been promised callbacks that ive yet to recieve.

What message are you relaying to pensioners enquiring about their money? What is it that you are in essence saying when your agents drop the line after placing clients on hold?