Two payments are long overdue but the service is j...

Two payments are long overdue but the service is just pathetic. I phoned them on 21st December and was told they needed to contact their finance department to investigate why payments hadn't been made yet. I spoke to them again on 5th January and was told that one payment (CN569324) was just being processed because they were experiencing some technical problems over Christmas period but they would need to contact their finance department regarding the second one (CN569787). HOWEVER, THERE IS NO TIMESCALE FOR THE FINANCE DEPARTMENT RESPONSE! I'm not prepared to wait forever and going to complain to financial ombudsman.