Application for Prepaid Withdrawal Delayed

Good day, I have app**** for Prepaid Withdrawal on the 14th September and I was advised that the procedure takes 5 - 7 working days. However my application is still not processed and when I contact the Home Loans department I am advised that they have escalated my query to payments department and up until today I still have not received my payment. I am currently unemployed and these payment is from my Mortage Protection Insurance policy to cover for my daily basic needs. I would like to request that these matter be treated with urgency. Thank you.