terribly service from RCS GROUP

i am currently having an account at Makro which is part of RCS, i did sent my document on the 08th of March since well the account has an insurance which i was paying on a monthly basis i spoke Lianda Zigana from the insurance claims and Bonita the supervisor regarding the out comes of my claims , then i received an sms and email that my claims has been approved it will be sent to finance department to process the claim. now i am receiving calls and sms from their collections dept that my account is in arrears i called again last week i spoke to Siya who refuse to give her surname but expecting us as the client to provide with our personal information, and she was very rude i requested the call recording from her supervisor she promise to sent it even today i am still waiting, RCS group's services is pathetic and they are expecting me one day to consider their promotion that will be in place in the near future i the payment for march was not paid even today, it clearly shows that claims has never sent my document for the claims to be paid on my account, how can i claim take more than one month to be processed whereas the insurance keeps on be added on my account