Too confident for level of service

I wish I could give this lady a 0 star (even better a minus). Just telling my story. I start the process with her - claiming maternity benefits. She INSISTS I send her the proof of payment first. She then proceeds to send an email to an email adress you can get online or on their website. I have to follow up every week - a few times - since she always ignores my whatsapps. She proceeds to act as if she is working on my case. She sends me a screen shot of another persons profile - she doesn't even bother looking if she is on the right profile. MONTHS pass, I follow up again. (I had to start work again earlier since my claim was not finished) I ask her for an update - she asks me what my login details is - showing she is not at all looking at my case. MONTHS pass, I ask her for a refund since I had to pay someone else to assist me, she has the audacity to tell me the "work" has been done... So... thats my story. 8 months in she is ignoring me now....