Disgusting service

My Partner submitted his documents over 2 and a half months ago, they accepted a scanned document and the originals were delivered later, all for us to get told 2/3 weeks later that they need us to refill the forms out which we did. We phoned for a follow up and got told they are waiting for last payment from the company, however there is a document my partner can sign and they will release the funds. We have phoned them on numerous occasions giving the email address, even sending them an email just so they can forward the document that needs to be signed.. We phoned today again and they can't help us with anything as their systems are offline.. There is always an excuse. Their service is absolutely disgusting