Problems with receiving payments

Is anyone eagles having any issues with receiving payments. I should have received a payment for a customer cancellation by 10th April. After many phone calls & messages via the extranet I have had no success.The financial department simply do not respond. When you speak on the phone I’m assured the information is passed on to the financial department.  If I treated my guests with same attitude I would  be out of busines i am furious 😡