Bad Service

I am experiencing very bad service from the recoveries team at FFW. A consultant called me the week of the 13th of July and said she will call me the next day. No call from her to date. On the 21s of July I spoke to Vhutshillo to confirm if anything is outstanding for my claim. He informed me that he cannot get hold of the 3rd party and wanted his insurance details. The same day I called the 3rd party and obtained the information and it made me wonder if Vhutshillo really did try to contact the 3rd party. I called FFW on the 22nd of July and spoke to Vanessa who said that she will get someone from the Recoveries team to call me. I am still waiting for someone to call me and with each passing day this delays the refund of my excess. Each time I call the call centre, I am told that the conversation is recorded, but when I follow up on the query, I am asked to start from the beginning. Please can someone from the Recoveries team call me as its becoming very frustrating to liase with different consultants.