still waiting for feedback on my claim for 18days

I've opened a dream maker account for my son at Nedbank which is over a 5 year period. I went to put in a claim on the 05/01/2016, i handed in all the documentation as per requested. Then i followed up on my payout TAT when i was advised from the claims department that there was a date error on my claim and therefore they could not pay me out, they have send the documents back to Southgate to Claudia who was suppose to rectify the date. The email was send 7 days ago to her, when i called the branch i could not get hold of her as she was not available, i went there personally on saturday 16/01 she was off. I left messages for her to call me back which she never did. Eventually i got hold of her and asked her why she never responded on the email from claims she told me that the email adress they have is a old one. She promised me that she will sort it out and give me feedback she fixed the date and forwarded it back to claims to Helen who will get back to me which she never did. I called claims again yesterday 21/01 and they advised me that my claim is still not sorted out until date. I called Claudia again and did not get hold of her as she was to busy at the time. I am really mad