Lack of communication

I'm applying for PPS and FTB. Started the application in middle of May. Massive undertaking as I am self employed, so lots of documentation.

I'm a single mum of two kids and haven't been able to work due to health. I've asked for the process to be expedited as I am really struggling financially at the moment.

As the claim is taking ages, I have tried calling them a few times but the robot says they are busy and it hangs up. A few times I've gone into the office to enquire. Each time, they've told me that I haven't given them enough information, so I sort it. Then it happens again.

Shouldn't they be contacting me to ask for information, instead of me wondering what's happening and chasing it up?

Anyone else experiencing this problem with communication?

I know that its tax time and they are busy, but there must be so many people in my position who need financial support. They need more staff to help with the load.