Can someone just be HONEST with me.

I submitted a claim last week for a phone. I called yesterday to follow up and spoke to one of the Team Leads or standing manager Aloma. I was given confirmation ( refer to your recordings please) that the claim settlement was processed and that the funds would be in my account midnight this morning latest. Nothing came through. I called again to enquire and spoke to my claims handler Verity who then said actually it was only loaded and that it still needs to go to Finance and then management or something then another wait for 3 working days. Now having mentioned my personal circumstances following the ****** of a family member it makes it such a drag that we get told what we "want to hear" so we can back off yet we use the information received to plan accordingly. I now made plans that I need to change based on inconsistent and truly depressing messages being given to me. I am only a number I know and these claim types are really important or seen as anything of urgency but really it is such a let down. I would like the email address of higher management to air my concerns to them as well since the front line troops arent willing to help me out here. Its tiring. Its really the first dotsure treats me like this.