Helpless client

Hi My name is Portia, I made a claim at absa bank and I was told it will take 10 days from the day I submitted the required documents which was the 30th of November . Looking at the calendar the 14th of December the payout was suppose to be made, unfortunately till today nothing has happened. I called the bank since Tuesday upto date they haven't contacted me to update me what's going on. Please help.