No action, poor service and rude consultants

Completely unhelpful service and call center. It's been over 2 months now and I was told my noney would be paid within 15 working days after you have received all the necessary documents, but still nothing. This is highly unacceptable as I'm only receiving an automated response on email and no one answers the phone after an hour when you call the call centre. There is no futher steps taken to resolve this matter since they have received all my documentations. How long should you fight to get your own money back