Not delivering on their promises

On the 2nd of June went to claim but to my shock my pay out was less than what I knew it to be, then there was a delay in the payout itself due to some administration error of theirs, was told it takes 6 weeks for me to get my complaint resolved, that was last week Tuesday so I called them to find out what's going on they my complaint was by approvers and they admitted that according to their phone calls I was covered according to what I told them not what they paid out to me which was less , it's another week, week 7 I'm still waiting for an answer, so bcos this is my problem I must continue calling them , what happened to their customer service , is it bcos they do not care???