Unsatisfied client

The most unprofessional group I have ever come across. Claim registered on the 5th of March, Assessment on the 8th. I follow up on the 20th and I am advised that everything is fine that the money just needs to be “pulled from the market”, another follow up today only to be told “verification failed” they require my marriage certificate- oh and who did they communicate that with? And a response I get is that it is still within the claim period. I am advised to send the marriage certificate to the same email I have been following up on with an automated response.

Give your employees classes on customer service please. Apologies are received but a solution would be even better