Momentum lack of customer service

I have submitted a claim in October I was told that it takes 26 days ,it has been more than that. I am constantly having call to follow up as emails are only being answered after a week despite the auto reply saying 48 hours . If I never mentioned to the call centre agent that the documents were sent on Monday (I followed up the Friday) they would not have realised. Yet money was taking on time every month. I was told administrator will call me back but nothing it's like dealing with a goverment institute @ Momentum kindly advise.