Very poor service.

My mom with my brother signed for payment December the 11th 2017. My brother received payment the next day but my mom did not. I have been trying from December the 20th 2017 until, today 3d of January to get hold of an agent but no avail. Just the answering machine all the time, over and over again. I have been holding on for hours. On the website it shows the times they open and close during work day but no one is answering the phones. My Mom is now a pensioner without money the hole of December 2017. This is very,very poor service.