Shocking Service

The service is shocking Iv sent 4 follow up mails since November 2024 about a payout that was ment to be done then. I finally received a response on the 22 Jan 2025 but all it says it an error occurred during my payment and they are looking at it... The service level agreement for the is 10 working days we are now on day 46 and still have not received payment. Can anyone assist but what happens when a service level agreement time is missed by this much?