Confused individual

I logged a claim for house keys, I was told to pay the supplier to come out and unlock the doors and for the call-out fee and will be reimbursed for that, of which I did.

The following day I was told that I won't get paid...

I logged a call with the complaints department and was told about a 5day turnaround time, today is work day 8, still no response

I really feel ****** I must say...