Poor service

I submitted my claim and was advised it takes 26 days for the funds to be paid out, we'll the 26 days have been long due and yet nothing is happening. I have sent mail upon mail requesting for assistance and submitted a call back on their App as well. I have called twice today and yesterday and was told to speak to Suzanne, but Suzanne is just never available? How far must one go just to get a clear answer as to what is actually happening to the fund due?