Worst service and feedback

On 2019/03/26 I submitted my claim. I almost immediately received an email with Reference Ticket nr: ********** with this note: 'Kindly note that our anticipated turnaround time is 8 working hours.' I've phoned numerous times, and every time I get different excuses; 5 working days for this, 5 working days for that... So today 2 weeks later, still just promises and no answers.