Claim taking forever to resolve

i fist submitted my claim on the 30th of November. Heard nothing from them until i called in. they asked for an affidavit and i provided it and i was told that they would come back to me. they did not come back to me . i then called them again and was told by a team leader that my id copy was outstanding. i then emailed it to her. i she was supposed to send me the excess amount but she did not i have emailed her more than once asking for this but she ignored my emails. i then called and told them of the situation and was dropped. i then called again and the consultant put me on hold for 12 minutes without once coming back to me. Disgusting service. Not to mention the fact that the call cente can only be called from a cell c number or else it tells you the number does not exist