EVERYTHING IS A PROBLEM

I app**** for medical appliance in January 2016. It was declined because they dont cover that appliance. I then app**** for ex gratia which I was advised on the 18 April to email Expenditures and supporting docs which I have submitted on the 19th April (1 day later). Today, 10 days later I called and spoke to a gentlemen which was not very friendly or helpful which advised me that they tried to call me the 18th for docs. I then advised him that Margret Maibi / *** was emailed the docs on the 19th April. He wanted to give me an alternative email which confused me cause its 10 days and no response. I asked to speak to a team leader and first he refused and again asked what the problem is why do I want to speak to a team leader??? He put me on hold for I dont know how long. Please help must my daughter first be fit for a wheel chair to get help from a medical aid that I am paying so much.