Terrible Telephonic Service

The lady who assisted me with the 2 pot system sent me a form to sign, which I signed and submitted with all my documents. She advised that the money will be paid within 15 working days. When I called in today and eventually got to an agent to ask if they received everything and if the application is in progress. I just want to know if all is in order. She kept interrupting me and said that they just sent me an email to say that my query will be resolved by 30 September and I must wait and they cant make promises, but every time you call in or email the virtual bot sends this automated response via email. She did not even asked for my reference number when I told her I have one. I know you are inundated with calls due to the 2 pot system, but at least have the decency to see if all is in order with someone's application. Your calls are recorded so please go listen to the way your customers are treated telephonically. All I want to know is if my application is on track to be paid out in 15 working days (which should be 27 September)