no customer guidance/assistance

I have two benefits due to me , I submitted all the relevant documents for the one benefit over two months ago and the other over 6 weeks ago . I called liberty on 6th July 2015 and was told everything was processed and payment would be cleared by Thursday, today I call liberty as payment hasn't been made and I've been given the run around and told they can't confirm anything, I can't be told when I'm going to get my benefits paid, This is really unprofessional for an organisation as Liberty, the most appropriate way of handling this situation was for an agent to provide me with clear information and guidance.