Clientele is an extremely unprofessional company

I have requested an encashment on my wealth plan. Clientele sent me the paperwork to fill in and what I need to send with that. I sent it and was told it takes 8days to process. I waited for 8 business days without any communication from Clientele so I called to check progress. The assistant told me the date doesn't show properly on the stamp that's on my ID Copy. I am upset because no one bothered to contact me to inform me to send a better copy, so it remained my responsibility to use my own airtime and call them to check progress. I sent the copy and requested urgent attention on the matter, I waited 4 more days without any update. I called them again only to be told my email was not received, after I screamed at the lady to check, she told me she cannot open the ID as it shows as a link on their side. I need to send an attachment. I'm very upset because they suck at communicating these things on time. Why is it such a mission for them to pick the phone or send me an email sort out any admin issue they have with my documentations? I'm still waiting for the claim to be processed, wonder if I will ever get assistance.