Surplus awaiting since Jan 2016

I app**** Oct 2013,faxed doc required when requested. Jan/Feb 2016 call centre has sent emails to admin. No correspondence received. 4April 2016 spoke to Kirsten Smith@14:20he sent email to administrator & I was told to call back in 48hrs.Called8April spoke to Telani@13:10&mentioned what Kirsten said & Kirsten promised to call back-no call.I called again13April spoke to Kirsten who put me on hold, admin person on lunch & NO team leader available to speak to.He promised to call back but NO CALL. I did tell him the service is bad & will take it further. I had to hear how busy they are! When you call to *** telefone rings then plays music all the time. The service is unacceptable. No teamleader available and only 1 administrator who deals with Kirsten's emails & never replies to emails sent from staff dealing with clients. I feel sorry for the call centre staff as they the ones trying to assist irrate clients. They also could only tell me that I will receive more than R500. I have spent so much money on telepone calls and travel from Atlantis to Maitland so that I can stay with my brother to use landline *** as my cell no. No longer works. Trust you will assist.Thanks