Poor Service

My husband and i have been following up since 2016 with a querry since we moved from Cape Town he was always told he must just wait, when we call the Cape Town Office no one ever picks up the line when she does she will say just wait , they promised to send forms that my husband must sign it been a week they dont even reply to the emails now , apparently he needs to fill in some forms which i find verry difficult to understand since he was always told wait there is no problem.