AvBob's incompetency

We have a claim that has been processed from March 2019 until now, proper documentation has been sent and nothing has been done till now, they are still requesting bank statements from I when I visited the brach in Mthatha and still no feedback from the email *** whom 9 forwarded the bank statements, from last year we're told that the person who was handling the case doesn't work there anymore, secondly no authorisation was given out to pay the claim, lastly my mom has been going back and forth into the branch in Mthatha with no assistance, they tell her to call headoffice herself and I'm writing this out of frustration because it's been over a year now but for some reason they don't forget to make the monthly debit orders, claim number is ***.