Claims department frustration

I am so disappointed at the claims department. I have claimed on the 3rd of this month,7 days later I still haven't received my payout even though I received an sms from them claiming they will contact me within 48 hours yet they haven't done so. I am so furious as I have tried calling the department with no answer I also sent that HELP sms to them and nobody has contacted me. I urgently need that pay out and I'm tired of waiting with no response. Can something be done for me please....