Poor accountability

Frustrated and emotionally tired. I submitted a warranty claim on the 20th of Sep with all the necessary documents but to date they haven't made a decision. All time i call i will stay online for more than 20minutes and only when I talk to them, they start acting upon my claim, starting with doing assessment. Now every time I call, it's a different story, 1st they said they are working on the assessment report, again I called they said they didn't receive a report from the assessor, today they escalated to the manager because the assessor hasn't sent them the report. This is really a terrifying experience