Nmg benefits pathetic service

I've had such pathetic service for money that is owed to me. I've been dealing with consultants for the last 3 weeks , while I wait for my benefit which is on hold for *11 weeks* and their turn around time was meant to be 4 to 6 weeks. I'm on hold for 30 minutes at a time I finally get to the switchboard and the call is put down . I have not been contacted even after 3 email and calls daily . I was then informed that payment would be made last week and I had to call back for the consultant to tell me that there was a system error and my document had to be re submitted.