Worst service from a Financial Institution

I've received the worst service and experience from Alexander Forbes Financial Services. A month ago my 75 year old father visited their offices in Stellenbosch to speak to a Financial Advisor about his investment. Due to Covid-19 there was no one available to see him in-person and he was told to call their client services, which he did. And that is where the nonsense started. My father is hard of hearing and doesn't own a smart phone. So of course he couldn't hear the agents at the call centre and he couldn't follow their instructions to give his personal information. I was granted proxy to act on his behalf and have been sending emails and making phone calls to their various call centres everyday since 15 October. Every time I speak to a different agent and keep on being promised that someone is going to call me back or respond to my email but to no avail. This is thee most frustrating process that I've ever encountered in my whole life, where an individual can not gain access to their own investment information. It will be appreciated if Alexander Forbes can own up and contact me as I've given them my phone number numerous times but no they keep on trying to call my father that can not hear a word anybody on the other side of the phone is saying!!