Customer service?!

I have continuously been trying to get a hold of a consultant to simply communicate back to me the status of my claim that I would like to believe was already filed for processing 9 weeks ago. I changed employers and therefore my employer notified me that my benefits should be paid to me within 6 weeks. Whether or not that information was false, my 1st attempt to find out was via email where the response I got back was "You have sent your query to an incorrect address ". Fair and fine (though quite frankly at that point my email should be redirected to the correct address). Second attempt: I call. The automated voice allows me to be on hold for 30 minutes before speaking to a Zandile who puts me on hold for a further 20 minutes until the system prompts me to leave a message. No help. No answers. I'm just asking for basic communication.