Difficult claim submission process

Good Day
while the claim was expedited unfortunately however it is incomplete .

As part of my application, I submitted all the required supporting documents, including:

• A completed claim form;
• A quotation for clothing; and
• An invoice for tutorial classes.

The payment for the clothing was processed successfully. However, the payment relating to the tutorial classes was not processed, despite the invoice having been submitted together with the rest of the required documentation.

I contacted your call centre and spoke with one of your agents, Boitumelo, who reviewed my submission and confirmed that the invoice for the tutorial classes had indeed been attached to my application but was unfortunately overlooked during processing.

While I appreciate that the matter has been escalated, I am concerned that I have not been provided with a clear indication of whether the payment will now be processed as part of the escalation or whether I will be expected to wait another 21 working days for the matter to be resolved. This uncer*****y is frustrating, particularly as the omission was not due to any fault on my part.

I kindly request that this matter be treated as a priority and that the outstanding payment for the tutorial classes be processed without requiring me to endure another full turnaround period. I would also appreciate written confirmation of the expected timeframe for resolving this matter.I trust that this complaint will receive the urgent attention it deserves, and I look forward to your prompt response and resolution.
Regards

Good day,I have sent multiple emails to the consultant assisting me with my query. To date, I have not received any acknowledgment of my emails or any communication regarding the matter.I would appreciate it if someone could please provide an update or advise on the status of my query as soon as possible.Thank you, and I look forward to your response.

Furthermore, I have sent emails to your Complaints Department (***), ***, and LBF. I have also made multiple phone calls, yet I have not received any meaningful assistance.On Monday, 29 June 2026, I spoke with a consultant, Boitumelo, who advised me that she would escalate my query and provide feedback. However, when I called today to follow up, the consultant I spoke with, Seena, informed me that no previous escalation or request had been logged.This has been extremely frustrating, as I have made every effort to resolve this matter through the appropriate channels without success.Could someone please advise who will be taking ownership of my query and ensure that it is resolved? I would appreciate an urgent response and a clear update on the status of my case.