On Monday the 12th i called to log a claim for rotten food since I didn't have electricity for almost 4 days

On Monday the 12th i called to log a claim for rotten food since I didn't have electricity for almost 4 days. The consultant told me to log a call using an app. Well I did. Called for an update on Wednesday and I was told my call didn't pull through. Had a consultant not been lazy to log my claim I wouldn't be waiting for so long. Long story short. A request was logged and I was told it will be fast tracked and I will receive the funds after 2pm. Today it's Thursday and I'm being told Sifiso is still working on my claim. Bear in mind he was supposed to call me. Very disappointing