2 pot system Alexanser Forbes dissapointment

I submitted my claim for the 2 pot system on the 2nd of September. The 3rd of September they asked for supporting documents and i sent it. On AF connect my claim is showing claim registeres for the pass 14 days with no movement at all. I called 3 times. All they say is my docs was validated and i will move to the next step bt i must just wait becausw they still in the 20 days window period. No one can tell me why my claim is not moving forward after i submitted my claim on the 2nd already. How long shouls i still wait really. Their service is really dissapointing