unprofessional behaviour from the consultant

I filled up a dispute firm on the 29th of Dec and gave all the required doc to Thembi at the melrose Arch branch. I called the call center 2 weeks later and was told the investigation does delay in Dec due to festives and I should wait, I will be contacted. I called again late Jan to be told my doc where never received but they will call the branch and come back to me for up dates. To my surprise I got a call from your collection team to tell me of the outstanding which they advised they see no investigation launched on the account. I went to the branch this Monday to ask them look for my doc and refax them, to my shoking surprise they found the doc with a failed fax report from Dec.I want this matter to be resolved and soon, it has been dragging for so long now.