Shocking service

Lodged a claim almost one month ago. Received a call from an Agent Lebo and was told she would email me all the documents she requires from me. I never received the email. I called again and spoke to another agent who sent them immediately. I immediately responded and sent all the documents to ***. I then tried to follow up and no response. I sent the documents again and have tried to follow up 3 times and no response. I have called twice and wasted R120 airtime and then get cut off. I got through to an agent who said Lebo is still waiting for the documents then got cut off and no-one called me back although she had my number