Old mutual retirement claims

Called old mutual on numerous occasions in relation to a claim I had done. On 3 different occasions I called and spoke to 3 different people who told me the same thing. They said my claim had not been escalated and they would do it,and it would take 4 - 6 weeks. How is it that my claim was still not escalated the 3rd time i called?? Everytime I call, another 4 - 6 weeks is added because it seems like the staff are programmed to tell people the same thing without doing anything about it. Nobody seems to care. It's as if they are intentionally stalling me. It should not be taking so long since they confirm over a month ago they recieved my claim and everything is in order.