Screen Protect claim

I submitted a screen protection claim 5 weeks ago and have heard no feedback on progress. I decided today to call and follow up only to be told by Mboshonowo Mqnaudzi that my claim been queued for assessment and they will contact me and that they experienceing a backlog on claims that's the reason why they did not call me yet. I asked him to give me an expected time frame as to when I will get feedback and he could not give me one. When I asked to speak to a TL he stated that unfortunately they don't take calls what **** is that this is not acceptable and when I informed him that I will lodge a complaint he still advise me to do so not evens willing to help me what type of service is this. I want my claim resolved asap because it's not my fault they have a backlog.