No claim loaded...and no answers

I resigned from my previous employer on the 30th of June and sent my driver to hand in the physical documents at Mibco's head office in Ferndale, Randburg. I was told by Annamarie on email that I will receive an sms with a claim number. She also said that all the paperwork is in order. Until today I have not received an sms to confirm that the claim has been loaded. I just called the call center and they confirmed that there is no docs loaded on the system. I have called the Randburg office where I was put on hold 3 times. Each time I call back and ask if I can speak to someone regarding my docs and I am put on hold. Evelyn also rudely transferred me to someone who in actual fact also did not answer the phone. The customer service stinks!!!! I was told the claim will take 4-6 weeks to process and it has almost been 4 weeks already without a claim even loaded on the system!! I need the funds to pay off debt. Very quick to take my money off my salary every month but when it comes to something that I need,, then there is nobody in sight to help. Annamarie cannot even reply on an email.