Rude and not helpful at all

My Dads surplice claim has been going on for almost a year now. First it took almost 3 months to get the statement. After a lot of calling we received it. I took my dad to do all the necessary paperwork and returned it the branch they have in East London. Called and Spoke to Shaina (who was one of the only helpful people I have dealt with) 14/12/2015 and was told the Documents was loaded on the 9 December 2015 and we had to call back. I called back in Jan 2016 and was told to call back 15th Feb 2016. In March I was told my dad had to get a Hanis Document from DHA and they wanted us to go to JHB. I am in E.L .they have no idea how far it is for a 72 year old man to travel with a heart condition. An affidavit was made out a Buffalo Flats Polices station including two witnesses from my Dad to give me power of attorney over his affaires. After calling back again to explain my dad cant travel as stated the reason in the affidavit , I was told its ok we can take it to the place in Southern wood where the original papers were sent to them in the first place. That was at least the first positive we got. Called today again and still they want me to call next week. Lets see what happens