Momentum 2POT No Communication

I tried to submit my two pot claim multiple times on the whatsapp system on 3 September and was not successful as my banking details would not verify. I then downloaded and completed the form and submitted it on the 4th September. I received the standard email received response and have received no further correspondence. Since then multiple colleagues of mine have submitted their documents or submitted a whatsapp claim and they have already received their payout. I have tried to call and cannot get through to anyone. I have also sent a follow up email with my ID and banking details confirmation attached. I have received no response to this email either. I understand that there are high volumes of requests currently but why is it that some are receiving their payouts with no issues and others are having issues. If you search my number, you will be able to find my policy info. Please escalate as a matter of urgency.