Complain first then you will be helped or mabe

I have been caling to ask about my claim and every department transfer you to another i have send my claim from 3 diferent emails but i am told those are wrong email address,the amazing thing is that i was given the email address by the consultant very poor service hire people who knows what their there for no to put the pride of the company and its client to shame, it is *********** to put people who do not know their job the most common thing they do is to drop your call the cliam take about 7 working days the be processed and i have done as a customer give all the the documents but i am told today that have to start from scratch wait another 7day send the documents again dont know if this how FNB works but it is not professional when coming to humiliate its cusyomer it is very sad that one have to complain first to be taken seriously the question is y, you dont have the velue as your customers y must we complain to be helped