Terrible service

I would like to express my utter disgust with the service, i have a case with them which i opened in October 2018 and up until now no one called me to update me every time i have to pay out travelling money to get there because no one answer when i call or Edwin the rep in charge of my case is either not available or he say hell call back and never does its been over a year and I need that money that i worked hard for. I need this case to be resolved and someone to get in contact with me as soon as possible or i will go to the ombudsman with this