poor customer service

been waiting for a pay out of the loan. i have tried contacting on numerous occasions trying to find out when payment would be made only to be told the same answer. The matter is urgent as it has to do with a shortfall which i am not able to cover for a medical emergency which people are waiting for payment for it can go forward. i have now been on hold for 33 minutes on the line with no answer from anyone. i am seriously unhappy with services provided by you. if i was late to pay my account to you it would have consequences would it not? i have tried to escalate the matter to urgent but still no one is able to tell me when payment will be recieved. Please could someone give me a answer