Incapable staff at head office - Consumer Complaint for Clicks Store - Head Office

As an ex employee I was told by my current employee to get a IRP 5 and and UI 19 form of which I was told to contact the head office requesting these forms and it should be filled out by them too. I would like to know why in the world do I need to be placed on hold for minutes only to be transferred to the wrong department also telling me they would get back to me only to be still waiting for a week now. Why? How do I get the necessary help in order to proceed for my claim? How? Somebody that is capable please assist!