OUTSTANDING AMOUNT STILL NOT PAID!!!!

November 2017, I submitted my IRP5 till today I have not received my outstanding amount. I have been calling every week and every time I am told a different story. I called last week the consultant said it takes 30 days and that it's the 26th day. I called today and the consultant advised me that yesterday was the 30th day but still my case is not complete and there's nothing else she can do but escalate the matter again!!. Why is this case taking so long, why should we complain to get a quick service, why does it take long to pay outstanding amount!!!!!.