Bad service

On the 2nd July I sent claim forms and the Friday the 5th I followed up with them. Njabulo Gumbi said they didn't receive any documents funny enough I got acknowledgement sayingthattheyhave receivedon theirside. I sent the documents again and included him on the email. Monday the 08 July I sent Njabulo an email asking about the progress of the claim and he referred me to an email that was sent to me with a ref no. I phone and asked to speak to him and I was told that the lady is going to convey the message to him Monday ended with no call nor email from him. Today the 9 July I phoned and asked to be transferred to the lady on the email which is Pretty Lekgetho and the constant said she's will come to her desk I held the phone for more than 30 minutes waiting for her take into consideration that the funeral was supposed to be on Saturday the 6th July and today we are marking a week full waiting for the death claim to pay out. The payout is supposed to be within 48 hours the latest

I would like to know if this is what the call? excellent service

Ref WF***7