Claim not payed! not replying to emails and calls

Its been over 6 weeks since I submitted my claim and still no refund, even worse 2 weeks ago I contacted Tshepiso to enquire she told me its finalised should be paid in my.bank account within 2 days only to get an email from Nyiko requesting my bank statement which I sent twice last Tuesday the 19th since then no one is responding to my emails or taking my calls.