What kind of service is this

I have a made a claim for my reserved funds on the 21st of June 2019. I spoke to Lorraine on ***. I followed up on my claim. But was only told after two weeks that my account details were not captured correctly. I spoke to the employee by the name of Lorraine she updated my banking details and assure me that everything was done, and I called few days later the same lady said my banking details were approved, they just waiting for the other department to send claim to SARS. Then when I called again after two weeks to get feedback they told me that I still need to fix my banking details again and they have to send me some claim forms and I will have to start again and send application from scratch. Until today am still waiting for them to call and send these forms. It's already the