Terrible administration - ****ing innocent brands

I fail to understand how anyone in a customer servicing business does not understand the importance of feedback or maybe at telesure words like "escalated" and "turnaround time" have a different meaning to what we know them to be. Carol Nortje sent me an email on the 22nd of May advising that she escalated my query to a manager and was waiting for a response. I gave her the benefit of the doubt and waited, waited and waited until the 1st of June where i asked her if there was a turnaround time for the process. No response was received until the 17th of July where she sent another email saying she is still waiting on the process to recover my excess - how ridiculous!! You wait almost 2 months to come back and say you are still working on the query. This is pathetic and unacceptable. Its actually an insult and i fail to imagine how is someone like that holding such a position. I understand some queries are not easy to resolve but providing frequent interim feedback and being genuine while at it does not cost a thing. Managing your clients expectations and addressing their emotional needs should be a fami**** concept to anyone in servicing. I doubt i will go for any business associated with your company you are terrible administrators and you are ****ing innocent brands. At first i hated budget insurance but now I am realizing that it is you and not their product