Disappointing service

It has been months and I’m still waiting for funds that I have been promised. I’ve submitted all documents and I just don’t know what’s taking so long for the funds to clear. I was told the case was moved to another department from the tracing department. They didn’t want to give me contact details of the department that everything has been handed to, instead I was told I should wait for them to contact me. But now it has been months and nothing!