expectation management

My mom was contact by a tracking agent with regard to a surplus due to her from her previous employer. On her behalf I contact Fairsure to process claim, at that point I had dealt with Khuliswa their receptionist who said she would handle the case. I sent her the requested documents and was advised to follow up after 8 weeks. At the end of the period I called back and never got a straight answer about the claim, eventually she called requested that I send the documents I sent before as she could not find them and confirmed that this would not affect the claim as it had already been processed and said pay out of the surplus appropriation would payout on the 15 October. This date past and nothing was communicated on distrust of Khuliswa I followed up with different personnel from Fairsure for further assistance, Mellisa was now the person I was liasing with and she said claim had been processed and payout would be within the week we had spoken and since we have heard nothing. They are a bunch of *********** people who give false expectations and never bother to give feedback back