bad service

i submitted a claim( ***) and was assisted by Mzwakhe Radebe , he asked me to send him a couple of things on the 16th i sent them on the 17th . I have been sending Mzwakhe emails and asking about the status my claim and his mum . I called on the 23rd spoke to another consultant who advised that they are still waiting for me to send the required documentation which i had already send meaning Mzwakhe did not upload of action anything , after that call Mzwakhe send me and email that only said he will be in contact , 2 days later i send another email for feedback and Mzwakhe is still mum . I just called now for feedback and told by another agent they are still waiting for my documents .... kanjani ? how does Mzwakhe sit for two weeks and action nothing