Still waiting to call me back after system down

I have minor damage on my vehicle and called to (011) ***(24th March 2015) and spoke with Fazel Mosia, very friendly and although not his department he tried transferring me to the relevant department but no success. He also gave me an alternative number and promised to get a consultant to call me a.s.a.p., which he did. Rob called and the same here, not his department but will get someone to call me, which he also did. Phumzile called me, I explained to her what I needed to know and to find out if the damaged would be covered by the Top-Up. She told me the system was down and she could not check it, but will call back once they are back on-line. And till date no call whatsoever. Two agent kept their promise, very helpful and friendly, what happened to Phumzile ? What now?