Delayed pay out

My mother app**** for a personal loan on the 21st of Dec2017 She was advised that the money will be sent out in 24 hours its been 5 days no response maybe you disregard your customers that you lie that your agents meet they KPI but what i know is a company can go far with transparency I hate ***** you deceived us we could have gone to other places but we chose your company with the idea that you would be efficient boy was i wrong