Pathetic service

The worst possible company!!! Absolutely shocking service!! And judging by the other reviews, I am not the only one. My Mother passed away and I submitted the documents on 17th March. I received an acknowledgment of receipt of my e-mail. I contacted them last Tuesday as not heard anything and was told that everything had been captured but that's as far as it got but I would get feedback by Thursday and it would be "escalated" . Not surprised to not have heard from them so contacted them yesterday again.. Another consultant now claims they could not open all the documentation however I was never informed - strange that I can open it and the other companies could open it!! I requested that the team leader contact me as I want to know what it is going on. Its almost a month later since the documents were submitted. Needless to say, nothing as yet. Just absolutely shocking!!! What can be done about this pathetic company???