TERRIBLE SERVICE

A tracing agency confirmed payment due to a pensioner in respect of her late common law husband. Forms were submitted last year April with regular phone calls and no feedback despite being promised a call back, we then phoned again and was told a tax number is required and hardly 10 minutes later we told no benefit is due????? It cost her to borrow money to get the relevant bank account etc opened. Not to mention the FALSE EXPECTATION CREATED!!!!!