Pending Withdrawal

I've been waiting for a withdrawal payment, I've sent emails with no replies, Ive called several times and everytime the consultant will tell one that the money is stuck at authorization department, and she will escalate the matter and when I call again I get same story again and that they don't see any previous escalation, the same things that happened when I called today I even exhausted my R60 airtime with no help instead they will tell me about a payment that was paid on the 9th April of which is not that one I'm referring and the reference numbers are not the same.