Bad experience with claim outstanding from November.

I logged a claim at the end of November. First of all their iOS app doesn't allow for the dates to be captured correctly, and their Android app doesn't allow for the upload for pdf. Only images. So I had to split out my pdf statements into seperate image pages. They asked me by email to send them my statement and I sent that on the 1st of December.

Since then I have heard nothing.

On the 17th of January I logged a query on their website. Still nothing. On the 28th of January I followed up on the email

Still nothing.

Last week I phoned and the person I needed to speak to was not available, but they promised to phone me back.

They didn't.

Then the next day I phoned again and this time someone looked at the claim and said it is unacceptable to be outstanding this long and that she will ask for immediate attention.

It is not more than a week later and...

still nothing.