BAD BAD BAD

With my Last VAF settlement, I received a letter stating with my next asset finance there will be a loyalty payment of X amount this was last year October after that letter I purchased 2 new vehicles through ABSA I've had countless calls and emails trying to find out what's happening with my loyalty payment with no clear answer the last call I had said they have escalated it and that it was my duty to ask them for the loyalty which was strange however she also mentioned it would now take 48 hrs for my loyalty payment to be made it's now 2 weeks later and still nothing after calling them again the lady said there was no escalation just a query whats going on with ABSA I'm a private client and always seems that I should escalate things to get anything done