Lack of feedback

Over the years momentum insurance have been great to me and I even refer people to them. However, I’m currently not happy on how they are handling my case. Made a withdrawal request on two-pot beginning March, waited for 7 working days. They claim they made a payment on the 10th but has never reach my account till this date. Was told they are engaging with my bank and have been waiting since. At this point I don’t know what to do😥