Bad customer journey

I submitted my claim via ufilling on the 9th November 2018, and received a text message informing me to submit, continuation of claim after 15 days. On the 16th day I tried to submit however the system would not allow me in, either offline or errors on the page (reported) So I called into the contact center, terrible service received from the 1st agent, treated me like an outcast. The 2nd time I called in, the gentlemen I spoke to was a real gentlemen, he treated me with due respect, and informed me to only submit payment after 30 days. On the 31 day I successfully submitted my payment (as per the ufilling system) and waited for 7-10 working days as per the systems instruction. Today the 19th December, I called in to inquire about my payment and I was informed that the PAYMASTER rejected my claim, I have to re-submit and wait another 7-10 working days. At this stage i have plenty of questions as you can imagine. Firstly no notifications was sent to me that the PAYMASTER declined my submission and secondly I am not sure what to expect after the 7-10 working days. Very bad service...