Pathetic and unacceptable service standards

I'm quite disappointed with Kaelo's poor service. I claimed on a shortfall on 17 September 2020 and to date they still haven't paid out. I've called them several times and they keep telling me the same story that the payment is now being finalised and I should wait for 3 working days. If not that I speak to someone who doesn't seem to know what they are doing and I have to explain to them all over again. Why not keep interaction history? Judging from the many complains here, I think the consumer ombudsman need to intervene because they are clearly violating their service expectations.