Lack of communication

My initial application was 22 July 2015. My calls are never returned despite the messages I leave. I am having to submit documents over and over again. There is an approval amount, I cant understand why Bronwyn fails to get back to when she indicates that she will each time. Every time I follow up, she is either on a break, left the office for the day, at the clinic, has toothache! The other lady who works there, Gloria, also has no telephone etiquette and has come across quite abrupt when I've called.