unpaid two pot claim over 20 days

I put in my 2 pot claim on the 7th of September which is more than 20days ago, but my status still shows that I put in my claim (***) "0days ago" no one is assisting when I escalate via the 2 pot escalation email. My money is out lot my savings pot and laying somewhere and I have received no help from the Alexander Forbes... it has been daunting and emotionally draining dealing with this company.. I could never recommend such service to other people-they do not seem to care about their client's at all, its all about the money for them.