Bad service

I have submitted a claim to finrite in December 2020 up until no feedback. I have to take time out from work to follow up with the claim. I have given and sent them all the necessary documentation still to no avail. I pay my account on time no hassles but when its time to claim they take their own with feedback. They haven't even called me back once. They say they never received documents but I have all the auto responses the store got to say they received my correspondences.