Poor Service and Communication

We submitted our readvance application on 17 October 2019. We signed the Readvance Agreement on 22 October 2019. We have not received the pay out yet. When I follow up, I am told that it is with the pay-out department. I was initially told the entire process will take between 5 – 7 days. Currently, we are on 12 working days and no one can provide an explanation for the delay. This is really poor service delivery.