Worst Customer Service

I submitted a lost of income on the 5th of June 2019 on behalf of my brother and we were told it will take 4 working days to get an answer. since then I have been calling them and they said there is 1 document missing , I sent that document and call again after 2 days and they said they are calling employer to confirm if he is not working there, waited for another 2 or 3 days, dey were still calling employer. I called yesterday spoke to Vuyo I explained what happened as she wasn't understanding CCMA report and Employer confirmation and she understood, she then made me hold saying she is speaking to assessor about what I explained and came back to me saying they are taking the claim further to the manager. Today I called spoke to Viya who didn't see what Vuyo worked on yesterday and we still discussing what happened, which is on the CCMA award and confirmation they received from the employer, they cant interpret this reports. worst thing I was told by this Viya my brother is still liable to pay his account even though he is not working, I don't know from which income ???. conclusion she is going to speak to the assessor again to advise further. I can see now they just playing delay tactics so that his car can be reposest.