Terrible Customer Service

I have had the worst experience trying to submit a claim at the Motor Industry Bargaining Council on behalf of my brother who has no access to a phone nor email due to unemployment. I spoke to Lebogang Tshoaedi who sent me a consent letter for my brother to sign giving me permission to submit for him which I then sent back to Lebogang I have sent several emails following up on this change of details with no success, Lebogang is not responding to my emails. They do not want people to submit claims by email but only on their portal but how many people are actually technologically able to do this? My brother can't so now that means he can't get his monies he has contributed because of a technical issue that Mibco is not assisting with