Payment is for completion of a service?

I paid the company in October 2017. Initially they were helpful, but kept going backwards and forwards not knowing what to do, what documents were required, if things were correct, they said it was because they were new at this. The claim was finally captured at the DOL in Dec and that was the last time I heard from her, she stopped replying to texts, emails, phonecalls. I called the new owners of the company who apologised but said the previous owner was supposed to complete my claim, they agreed to try assist anyways. The new owners never got back to me, the previous owner never got back to me. My claim was eventually paid in March 2018 after I went to the DOL myself.