Appauling services provided

It's been one week now I wrote up about Alexander Forbes on the 5th September as I received an sms about bank validation. I received a response advising that I need to supply them with documentation which I supp**** on the same day. Up until now I still have been receiving emails requesting that same documentation that I sent through on the 5th of September. This is so unprofessional. Do they not have a chain of command to follow. One consultant told me payment should come through in 5 to 7 days another says 10 days. This morning I received an email again stating I need to send the same documentation. This is appauling. There is no correspondence and I wasted more than 300 rand airtime from last week up until now.