Labor department is a mess

I submitted a claim but they than said my claim because I resigned, yet I was dismissed a lady by the name of *** Called me and asked me to send all my documents to her ever since July I have not heard from anyone, I tried sending another email with no response literally every day. The year is coming to a close than it will be 1year since I have submitted my claim. What is going on with the system the process matter of fact south Africa. Will I ever get a response are you people here to help us or to earn a salary or do you just help people who you feel needs it