Budget fails to update on claim status

This is so not acceptable, and it's really frustrating. after I've submitted my claim with budget on the 3rd of March and on the 4th they wrote a letter to decline my claim. they called me and explained that the system made an error, however I accepted that and waited patiently for the feedback. NO I never received any feedback from Budget, instead I was the one calling them. on the 1st April I called and spoken to Natasha, she told me that I need to deregister the trailer. I did and I emailed the proof as instructed. it was quiet for some time, I then called again on the 4th enquiring only to be told that Keagan is not at work I should use a different email address and I emailed. I called again today only to be told that they require original document, I then asked the lady how am I supposed to know that I must send the originals to where if they don't call and inform me?. she transferred me to the manager and I hold for more than 10 minutes without a response. is this the kind of service that you give your clients on daily bases? I just cannot tolerate to do someone's job without a payment.