savings claim component

I am dissatisfied with the process of claiming in our savings component, no feedback is given on where the process is, emails are not answered, i have called was even assisted by another department (Grateful for them), but still at the very same department i need to be assisted at, no answer till this day no answer. Its been 6weeks and still no communication this is disheartening honestly why should one wait this long without feedback. The least you can do is acknowledge. Poor customer service, not lowering the customers effort. Why should the customer keep following up without any clear indication.