Terrible Service

I have been sending it my documents for gap cover to be paid since mid December, I eventually escalated matter 2 weeks ago and spoke to Anike. She assured me the only documents she needed was that of Dr Costa, I sent it while on the phone with her. When following up last week, I was told by an agent Anike said it will be paid this week, yesterday I got yet another request for outstanding docs. This is unacceptable, I pay every month on time for their services and have to jump through hoops for payment.