Worst experience ever

My father passed away in June 2013. In July 2013 I notified them, completed forms and submitted. I completely forgot about this as i never heard from them again. I contacted them again around 4 years ago. I was told their is no pension or funds for my father, very strange so i logged a complaint on Hello Peter and got a very rude message requesting i again submit the documents. Which I did, again never heard from them and forgot about it as life moves on. In the interim I have moved and thrown away or discarded stuff whilst cleaning up. Today it hit me its over 8 years and I have heard nothing. So I called their call Centre. Today I am told by Carsten/Kirsten from the unclaimed benefits division that there is no record of my ****her or his pension etc. I am know expected to provide all his employment records and employment history so they can investigate. A friend of mine is going through the exact same problem with Alexander Forbes. He has been battling with them for over 3 years now. I am curious what is going on, how can they loose these records or is this how they stay in business????