No cashback received

After providing the required documentation to LG via their designated line on WhatsApp line on ********** 776 to claim the cash back reward on the 17th of January 2018 a confirmation message was received that the claim will be processed, According to their rules the payment would have been done within a maximum of 5 working days which is today and no payment or confirmation has been received. Is this a hoax or a **** or has the rules no changed