Poorest online system, it os so annoying

Poor and unprofessional customer service, it is so annoying that I had to call today aftrr submitting a claim on Tuesday, got a reference number which made me think they had received everything in order. Up to today nothing got deposited into my account as promised, when I completed the claim I got an sms which stated that "the money will be in my account soon"! Only when I call them this morning did I get told that the claim didnt go through! It is so annoying to only be told that when the system confirmed that my claim went through!