UIF is not effective and efficient

My wife went on maternity on 1 Feb 2015 & gave birth10th of the same month.On the 16 of Feb I took her documentation to the UIF at Skinner street.The service was appalling.I joined a wrong,long que after establishing with the last person.I expected some guidance like you always would with banks and private insurance companies,to my dismay.Just when I got to the cubicle to be assisted,after 2 long hours,the lady who was supposed to help me looked at my forms and told me I had an outdated bank details form.She pointed me to another cubicle 'where my forms would be checked'.There I waited for about 45 minutes.It was confirmed that the bank details form was outdated,and the employer salary schedule was also required .On the 18th of Feb employer documents were emailed to Lucas Ndaba and Reuben Mochusi.My wife took an updated bank details form with supporting documents on 27 Feb & was told by Kabelo that all was in order,and that she should come back on the 10 of April to sign for payment.She received an sms confirmation from the UI.On the 10th she went,only to be told there were documents outstanding.Is it because the UI is a monopoly? Isnt it meant to provide relief? Isnt it our money?