Bad communication bad service

The poor communication n bad service that I’m receiving from fairheads is really bad I got a call from fairheads in 2021 regarding my late father estate I was told to fill in form send my id copy payslips proof of employment n I did . They called my young brothers grandmother who was his guardian to do the same n he did we waited for fairheads for a year no communication from them nothing . Unfortunately the grandmother passed away n we informed them they told his new guardian must do the same n we did when I called them I was told to send the grandmothers death certificate we did . My brother is now done with school still no help from fairheads I’m being sent up n down the gentleman that I spoke to is now telling me a different story I’m so annoyed please help me