Poor service from another government institute.

What a utter and pathetic service I did my claim on the 15/07/2021 and was selected for an audit I as with everyone else was told 21 working days its day 31 and I have phoned in and the case was escalated to the audit department a week ago and still nothing you cannot speak to a manager you cannot send an email as you get a replay that their inbox is full and as I read they do not even reply on here can the issue please be taken to the newspapers as we have to pay tax on everything but when its time to get a fraction of it back nothing happens.