No feedback on query despite 24 hour promise

Called on 12 August to log an inquiry. Was given ref: **********3 and told that transactions will be processed within 24 hours. It's now 17/08 and I haven't received feedback. I called the call centre and the agent asked me once again to repeat my whole query which I am so frustrated, stressed. I owe rental I have been telling endless stories to my Landlord. This is so unacceptable release my money or refund my money back and I will close this account once and forall.