Absolutely terrible and completely unprofessional

I processed a claim 2 months ago ,I received no feed back, I called the call centre multiple times no answer I even emailed no response ,I did contacted them on Facebook and I got a reply regards to sending affidavit ..they advised I should wait 15 days to get feed back it's gone 15 days no fees back ,they advised 3 months for claim to be paid out that is really ridiculous as they website clearly states 14 to 21 days payout ...I am unemployed and we need this money please can someone help me