Absolutely poor service

Absolutely poor service from this agency that I paid to submit and handle my UIF maternity claim,When phoning,they do not answer.They do not ever provide feedback until you request it,It is now 6 months since baby,I have been back at work for 2 months and still no UIF.The emails that you receive are so poorly worded that it is hard to understand,It is always one story after the other,First my UI19 is not captured, then not captured.I submitted all original documentation physically to their offices on the 29/10/15,exactly a week after baby was born.I only received the sms from Dept of Labour on 03/12/15 that my claim was received.Eventually this week I phoned the dept myself and they said UI19 not captured,he even laughed at me when I said I used this agency.He asked why there was such a delay between when I handed my documents to the day the Dept received my claim when everything is online.What takes a month for the agency when there is nothing that they need to do after receiving documents than to submit it.Such poor service.Now I must wait until UI19 is captured,claim to be approved and then I need to substantiate personally apparently why I want a full payment upfront.Help pls