Service FAIL!

I have logged a query regarding non payment of vitality cash back [four months and counting] only to receive an email today saying I need to send all the statements and info through again.

I sent the documents through on the 16th of April. I had to follow up as no one was getting back to me. Now the documents [bank statements!] are lost. Still no payment and no phone calls.

How unacceptable is this!!!!!!