Bad Service from Call Centre and process department

Had to hold to be assisted more than 30min. Agents has a bad attitude when you want to enquire. We have been told that death claims takes 7 working days to be paid but now we have to hear that we must wait another 7 days and they cant confirm if it will be 7 days. You cant give people a turn around time and then change when they have waited the period out. This is bad service for death claims especially if it was employees who was working for government for so long.