Poor customer relation

I've submitted my documents and I've received a message back to say the following application send to fund administration for processing. I haven't heard from them or received my money yet. After second time of handling in my documents. They mentioned it will take between 14 and 21 working days to pay out I haven't received any money yet. Quick to take the company's money and as well as the employees money but not quick to repay the funds. Will I get my money is the biggest question or is this a lie. Would love to get answers and would love to know what date and time I will recieve my money. I've phoned and to be like hour and half on the phone without any success is disappointing and disgusting