I need my money

I have been waiting for a payment from my skrill account for many days now. It usually took only 3 days to reflect in my account with my previous bank. Asked an agent via you nedbank money app to assist me but they could not and asked me to contact the investigation department ( are you guys going to perhaps give me the airtime to do so?). I then sent an email to your complaints or enquires department and go an automatic replay stating they will be get back to me within 24hrs. 24hrs is now long gone. I need to know where my money is and need it in my account asap. Dont know what the hold up is.