Very disappointing service delivery

My baby is turning 2 and my claim has not been paid out or even settled, I understand that the Department of Labour might have some limitations related to the global pandemic, but what I don’t understand is Melanie or anyone else from the company not providing me with any feedback or even an update on the progress of my claim, despite all my efforts to make contact with them. After multiple phone calls, emails, and messages over the past 3 months I can confidently say she is avoiding me, this is backed by the fact that she does not take my call but can view my true caller profile seconds after. I paid them for a service which they did not deliver. Very disappointed in their professionalism. Is one minute of her time for feedback too much to ask from a client? This is after they initially got my surname wrong (despite having all the correct documentation) and confusing me with another client whose claim was already settled, and I never complained!! Guys this is unacceptable! In desperation (because I am owed a substantial amount of money) I even made contact with the department of Labour myself who confirmed they are waiting for a form (2.7) to be submitted and those documents have been sent to Melanie a very long time ago. I am heartbroken that during such tragic times there are companies out there doing this to people with good intentions. Shame on you! Based on all your good reviews I guess when claims get complicated or reach a certain time period you are no longer interested. Bias is what you call this!