Claim not settled since last year & emails ignored

I submitted my claim last year, I followed up as I was not paid as promised and was advised i will get a response in 7 days.We tried calling the call centre and was on hold for over 7 minutes,followed up again via email when there was no response and I received a read receipt yet no reply since 20 Jan 2016.This is so unfair to a pensioner to keep having to follow up and chase after money that is due to me. Please help resolve this now.