Fax or fiction

Still no acknowledgment of the fax I sent, so I rang them to see what had happened.

I was told that the number I used was correct but unfortunately the fax was in another building at the other side of the country and that all fax's had to be posted. What kind of an excuse is this!

They keep telling me that I have to deal with the claims department, but that department has no outside phone line or fax.

I know for a fact the fax machine was in the same building as the people I call because the previous day one them sent me a fax while on the phone.

Is this pure incompetence or just delaying tactics?