No telephone etiquette. terrible service

Terrible service. I app**** for maternity benefits online then I was told to submit required documents which I sent through, yet receiving emails to say my documents has not been sent. I called the contact centre spoke to 4 different agents giving me different information and the same email to send documents however still no one is receiving it always a problem with the system. Spoke to Sheron and was told her manager Siphiwo would call me back it’s 3 days still no manager call back , spoke to Samuel Baloyi today he sent me an email to reply to with documents and I gave it a waiting time of 2hours as I knew your system is always an issue never locating emails, I then called and spoke to Thengo who said there is nothing on the system and I requested to speak to her manager Shole and as usual there is never a manager available which is ridiculous and lies I work in a contact centre so I know the process. Was told the Shole manager will call back as he is busy knowing they knock off at 4pm and hence why he didn’t want to take over the call. Mind you she also dropped the call which is call avoidance and should be escalated further.