2 years and I have still not receiced my money

i went in to give in my application form 2nd of feb because it was not a original form.they promise me everytime that they would call me but they never phone me back.I am a pensioner and recieve a pension from the state so i dont have the money to go in every week or call them every week.when i try to call the call centre then i cant get through i dont know what is going on with my claim.i have been stuggling with this claim since 2014. i reallt need to get clarity what is my status of my claim Asap.