bad service

On the 31october 2015 I submitted my retrenchment letter with all the document they wanted on 29 December 2015 I went to check how far they are and I was told that my application is in progress my account will be paid in short time. Because people from Edgars keep calling for payment I went there again on the 6th of February 2016 only to find out that my forms don't even have a *** latter they call me and ask me to submit U19 forms only after my account is in areas. When I opened that account they told me that if I loose my job I have to submit retrenchment letter from my employee to show that I am not working then the insurance will pay, I have been paying insurance since I opened that account now I wonder if they are doing this to me only because I am a foreigner .What type of service is this that? Does that mean we foreigner are the last to be saved and they only attend to our issues at last after everyone else is saved. Only 3 and half months after submitting my forms now they ask me to go back to my previous employer and ask for some forms of which they should have done that the day I submitted, now I am not sure if my account is going to be paid or not.