Service from Hell

I complained yesterday about the service received from Bonitas. i was contacted by the customer service manager Fazana Khan, she promised me that she will give me feedback yesterday before 14:00, at 13:58 she contacted me to give me an update. I was advise that she is just waiting for my claim to go through the financial system and she will let me know as soon as its with them so they can arrange a urgent Eft payment. Today (2019/02/12) at 09:32 i received a call back from Farzana advising that she is still waiting for the claim to go through to the financial system and it might be today or tomorrow. Yesterday i advise Farzana that the consultant told me on Thursday that the claim will be finalize Friday last week or Monday this week, when i questioned her about this i was told that the agent only said it will be finalize and a claim can take up to 30 days to be concluded.

Now i work in an environment where we refund clients also and whereby a client is irate we make sure that the client is paid urgently and not telling the client about a system(to retain the client and make sure the client is happy) like i was told by Farzana. i really regret going with Bonitas again this year.

Why can my case not be treated as matter of urgency with the financial system, surely someone can overwrite a system