No customer service or communication. Disgusting

I have a late claim and submitted all my documents on the 05 July 2023. As per they SLA payout was supposed to be by the 11 August 2023. I made regular enquiries and found out their agents are blatantly lying. They informed me it was submitted to Sars than the next follow up I was informed nothing was done but the agent will disinvest the money immediately. On the 10 August 2023 I made a follow up with regards to my claim to found out nothing was done. The process has not even started. I escalated the matter on the 10 August 2023 and Robin Johnson apologized and informed me that they would investigate and she copied Tersia also on the matter. I send further enquiries but both Robin and Tersia is ignoring all emails. Their service is the worse.