Online portal not helpful

I thought they have implemented the online portal to make things better for us but seemingly that's not the case I app**** online and some documents didn't want to be submitted to the email they sent me I went to the branch and was assisted was told to wait for 15 days I call them again to find out when I'm receiving my money and the lady by the name of ntombo says I don't appear on their system how possible is that when I have a case number and I can also access my account online and I do see my status. Why employe people who don't want to assist I need to know when IL be paid so I can make arrangements with my debits this is really a inconvenience