Disappointing service and terrible communication

I contacted this agency almost 5 months before (middle of the year 2020) my baby was born with all my documents that needed to be submitted and and they kept coming back to me with a problem but they didn't explain in detail what the problem was, they never answered their phones and took Days to reply to emails. Not helpful at all, so I went through another agency and she sorted my stuff out within a month when little ******s still to this day (now in March 2021) have not even tried to help me. Not very impressed with them at all.