Stinking service

After difficulties of getting a letter of absconding from my previous manager, finally got it and sent it to them to start processing the claim, even got a confirmation SMS from them that they have received correct documentation. After few weeks I called to do a follow, to find out that they have not even Started processing and I fall under section 14 and I asked to advice what to do, they didn't respond to my emails or answer my calls... This is very emotional