Terrible customer service

I got a settlement from dmc of which i made a direct payment into their standard bank account from a Standard Bank account on the 7th July 2020. I emailed thru my pop to the consultant of which i was told it takes 3-5 working days to allocate the time payment as it is a manual process. I advised the consultant i paid directly from standard bank hoping to speed up the process. Apparently my query has been logged as urgent, im still waiting for a team leader to call me. If you log a query as urgent it gets resolved immediately. Today is the 11th July 2020 and STILL NO PAID UP LETTER