Unresolved FNB Claim

I submitted a claim around November last year, after several follow up with numerous requests for different paperwork which I have submitted I have still not been paid out. When I checked last month the reference number that I was given was closed. I even went into an FNB branch were they sent documents after I have already sent everything through. My last call was with Precious and I tried explaining to her I have already sent everything through, I tried to give her the date when the emails were sent but she said she could not find anything on the system. I really hope this matter can be resolved as this is really bad customer service.