Pathetic service

Had a minor accident with my car on Heritage day.tried to contact these guys,no response. Made contact with them on Saturday the 25th.Claim was registered and approved. They informed me that i need to go to an non VW acrredited repairer. The last time i made use of these guys, i had lots of hassles such as unexplained scratches and small dents that was not there when i brought the car to them.I contacted the assessor and he in turn suggested that i contact A&G for a possible "cash in lieu" option.Well i've spoken to 4 different consultants in the past 4 days and everytime they confirmed that somebody from claims will contact me,still waiting ,i've tried again today,and was forwarded to the claims division,they in turn informed me that they never received any notification about my request,i mean 5 calls in 5 days and no notification received??Pathetic.They promise a call back today?????