Dial direct digs in but unable take out!

I have an extended mechanical warranty *** with Dial Direct. After concluding a claim agreement, I had to pay the dealer on m own with Dialdirect having to reimburse me for the components. POP was sent through & I was guaranteed the funds would be reimbursed into my account within 48hrs which was supposed to be on Friday 7th February. I had to borrow this money and am now indebted due to a glitch in the processing of an IT system which gladly deducts my premiums but is unable to pay out.lol.(What a joke). Very unprofessional service from consultants in the claims departments who also fail to follow up & a team lead who is always in meetings & never returns calls.