Disgusting service

The worse experience every. I submitted a claim in October 2024, until know I keep being told that something is wrong in the IT department with no turnaround time. The agency response is that her team leader has emailed the department but I never receive any feedback. I have requested to speak to the superior and the IT department but apparently I can not get these details. This service is utterly disgusting for money that is due to me. We are going on 4 month and there has been no clear indication of when this will be resolved.

Since when is a client not allowed to request to speak to the manager or team leader when unhappy.

This is the response received for the last 3 months

"Please note that I spoke to my Team Leader who advised that she has been trying to get an update but has not received anything as of yet. She advised that as soon as she has an updated, she will let me know. However, she did say that they are working on the issue."

How is this the same response for 3 month.