Endless and frustrating wait

I don't understand why there would be an option to apply online for your uif claims if they fail to assist or come through for you online. I app**** in December 2022 and submitted everything. January when I call, they said I should wait. Thereafter when I called trying to get an update regarding my application, they told me that " my application has been escalated" (I DON'T KNOW WHAT THAT EVEN MEANS). Every month since January almost every week I call, and every agent that I have spoken too told me the same thing, " application being escalated". I've never received any form of communication till thus far. People who went directly to the labour department have already gotten their payout. Yesterday and today when I call, their systems are off. Nothing is going right... So why have an online process if it fails people?