Terrible Process and Turnaround Times

Spoke to a consultant on the complaints team at Scorpion. He assured me someone was going to call me back, and nothing to date. I do not even have the consultants name for this case. I cannot understand why this case cannot be fought in Small claims court. The amount we claiming is under R10 000. Can someone get back to me soon. Case is carrying on since last year. Do you only look at the case once a month. Ridiculous if that is the case.