Payment authorisation taking forever

Hi Old Mutual, I received an SMS last week tuesday saying sars has issued a directive and payment is in progress but it has now been a whole week with no payment in sight. I am really counting on that money for a family emergency I am faced with, when I call they tell me that it's waiting for authorisation and should be paid by friday last week, it's now Wednesday and still no payment, isn't there an extension to the authorisation department where I can call and ask them to make payment asap please.