Bad customer service

I would like to know why are they delaying to make pay outs for the Two Pots claim. This is the 3rd round they should have a process already. Why are we charged Admin fees if we get such poor service. The call centre agents don't attend to calls, no reply to emails and the message service on their ASK platform. SARS all is sorted with tax checks the issue is on your side. Since you can't answer at least give the correct turn around time via SMS. If one has any issues with their claim send an email and notify them. It's going for 10 days since I claimed. What is the hold up?