Poor Service

I submitted a claim for my 3 accounts but they only paid for 2 on the 13th of January then on the 27th I visited their Branch made a phone call they escalated the matter, I then received a call from a lady claiming that the matter has been resolved I must wait for a payout within 24 hours. I have been waiting for them since the 29th, no payout no sms or phone call from their offices.