ineffecient service

I logged a claim on the 19/10 and went to the Auto Magic Jhb cental 32 Roper road branch on the same day to get an assessment done on my car for a claim. Riaad was of assistance. He took the pics and advised that he will do the needful. When I followed up with Dial direct for the outcome, I kept on being told that the repairs centre has not uploaded any pics. This has been going on for over a month. When i calked again on the 12th, i was advised to do an assessment at any auto body repair centre. I went but they're also delaying with the submission. I called dial direct to express my disappointment with the service im getting and as I was talking to Khesia about this she kept interjecting and eventually told me that she's getting frustrated. Is she, as a service provider, in a position to be getting \frustrated"by a customer's complaint? Isn't it Dial direct's responsibility to run with the claim and see it through? Why does the customer have to call in to find out about the status of the claim? Why was Dial direct not following up with Auto magic and getting back to me on a constant basis until this claim reached concerned conclusion? They don't care!"""