Poor service

Called the contact centre this morning to enquire about my payment since I signed the continuation of payment on the 15nth of this month, I spoke to an agent who's name was tisetso he was very rude, unwilling to assist me, I requested to speak to manager told me there is no one to assist me they are in the meeting until 12 did not give me any particular reason as to what is the delay he just told me there is a delay and I just have to wait and he dropped the line and transferred me to their rating service line, I called again spoke to phumla who told me that there are no records found then later she said I must hold the line and she dropped also and transferred me to the rating service line, I called the 3rd time spoken to a guy by the name of chadly I asked him where can I lodge a complaint regarding poor service he told me to hold the line he will confirm with his team leader, came back with an email address where I can long my complaint, I asked him of the turnaround time he placed me on hold to go and confirm with team leader, came back and told me there is no turnaround time, told me that his system is slow they are on loadsheding told me that the application has been approved but not closed off by the pay master since the 15nth of this month, he will figure it out on what was the reason and will escalate the matter to his team leader thandi sizwe and there is no turnover time for them to get back to me as to by when I will receive my money gave a case number and told me to wait or I can go to the nearest department and ask to speak to the paymaster as the paymaster is at the labour department office, my question is why should I have to wait this long for the contribution that I made as this amount is not a charity case and why their agents are unwilling to assist, what is their use