Poor Customer Service

On the 10/07/15 I wrote an email to NMG (Thembelihle Dlamini: Claims Administrator) asking her about the processing of my claim.She confrimed in writting that my claim will be paid out on the 30/07/15, should money not reflect on my account on this day I must give her a call on the 31/07/15.Without hesitation I phoned her on firday 31/07/15 to ask what happened to my payout. She kept me holding while she was checking with Daniel (her colleague) then later on she advised that she will give me a call in the next ten minutes.Up until today I have not received any communication from her.I m failing to understand why NMG promise client and not deliver on a simple deliverable.In addition paying claims is your core business function.This is an unacceptable behavior and it shouldnt take this long to process a simple claim provided that documents were recieved on time.