Untrained staff and false promises

I have no idea where I stand with my claim that I submitted to Fedhealth. Two days after the submission (19.02.2018) I contacted the call centre to confirm if it was received. Mbali Vilakazi confirmed it was received and processing takes 3 to 5 days. She did not sound sure so I followed up on webchat and spoke to Darren who then confirmed all was received and being processed but it would take 5-7 days. On Thursday 22.02.2018 I followed up on webchat and spoke to Mbali Mazibuko who then confirmed my claim was received but they had not yet started processing it. I told her I was told on Monday already that it was being processed. She apologized and asked that I give time until Monday at latest which is today. Today I had to follow up again and I spoke to Mike on chat. Mike now tells me the claim will only be finalized by next week and the TAT is usually 7-10 working days. Does the staff not get trained that they all give different answers? Or does the supposed TAT get extended as the claim gets delayed? I received no confirmation of receipt and no communication from day one if I don't follow up. How is it viable to make a client different promises every time they follow up? If the TAT is 7-10 days I should be told that from day one.