No info why my claim is still not approved

Submitted in January 2016. I was sent to the bank as there was an error made. On 2 February I received an sms saying my claim had been lodged. I was given a return date of 26 February. After the date I travelled 2 hours to get to the centre only to be told that my claim wasn't approved I must wait for the sms. They asked me to come check again on the 11th of March. My claim is still not approved I don't know why. When I called the centre the phones just ring endlessly.