AF Frustration

The service i have currently experienced was so bad, i couldnt get access to my savings pockets and they informed me to submit my claim manually which i did and even received a mail confirming that documents were received and i should wait for 10 days for the first notification of the process, 10 days passed by and nothing came through, i then decided to reach them and surprisingly the consultant I spoke to told me that they are not accepting any claims that were submitted manually, she said i should wait for the technical department to sort out my issue and therefore submit the claim, i got so frustrated as now i am back on the line of waiting 20 days whereas my first claim is now more than 18 working days