Claim rejected without communication & reasons

I received a missed earlier today at 09:38 and subsequent to that received a text that read… “Dear Mr. Majoro. We attempted to contact you without success, please call: *** (option 2) or e-mail: *** or contact us on WhatsApp: ***. Clientele legal (334). Since I have an active case I escalated to them on reference number P*** I also received communication from the attorney they appointed to assist me and she informed me that Clientele as instructed her to close the my file, to this point I do not have any written communication (eg. e-mail) confirming the reasons for their request to the law firm. I have since engaged their chat-bot since 13:13 and the chatbot’s reply is that “Unfortunately, we cannot find any existing claims on your profile at this time”, not too sure why this is the case if there hasn’t been any formal communication around this extremely important matter that we’re supposed to sit on next week. I then sent an e-mail at 13:53 requesting clarity on all of the above and to this point I have not received any feedback from Clientele. Furthermore addition to chatbot and e-mailing I called the number they provided on the text hoping that the number will go through directly to their “lawyers” department however this is a general number and still needed to be transferred to the correct department. I called in three times with the last call going through to a guy that introduced himself as “Kabelo” when I called for the 3rd time at 14:45 and for the 3rd time immediately when the call gets answered and/or goes through to the “legal department the call was again ended abruptly. I’m completely left in the dark on the case I logged with the communication made only with the law firm and not myself when the case is seating in a few days.