DISAPOINTING SERVICE

A consultant took her hours to come back and said she listened to recordings about my claim and they should have never rejected my claim , a lady who rejected my claim will be in contact with me regarding the matter . The lady never came back to me and i called in spoke to another lady who also told me she wanted to listen to the recordings again . What kind of process are they using while the first lady did confirm that they should authorize my claim and why being transferred from A , B , & C .