Shocking service

I submitted my claim at the midrand branch on the 9th of January 2016 and I was told i'll be paid out in 5 working days. on the 5th day I called the contact centre***) to find out how far my claim was. I was then advised by a consultant that since my account had lapsed last year they had sent a request to product support to recalculate my pay out. I was told it could take up to 5 day. I phoned again on the 22nd of jan as the 5 days had passed, I was then advised that my claim was with accounts and since I bank with fnb, I will get my money on Monday the 25th or latest Tuesday the 26th. I have spoken to Amanda James this morning who assured me that she will escalate my query and someone will contact me back with feedback. no one has called and when I called the call centre I was transferred to Rayseal who says he's a team leader but also has no clue when I'll be paid my money. no one seems to know what the hell is going on. no one can give me a definite answer as to when i'll get the money. I'm pretty sure if I wanted to take up a life policy, someone would've called me back by now. I'm honestly shocked at this pathetic service. I NEED my money paid out to me today