I cant seem to get an answer

Its so disappointing the service that I received from clientele I sent my claim toward the end of September I was then told my claim has been rejected because of non payment even though it was paid with the help of the abitrator that was sorted I received a call last week Thursday say my claim will be re opened an i should call and check, 3 working days later I was told it has not gone for assessment I then received a saying I would have feedback latest by the 21 October 2015. I was told feedback will be provided now my claim is with the forensic team and nobody knows the turn around time. Every other episode on tv is for clientele and there products IS THIS HOW YOU TREAT YOUR CLIENTS?