After you file

For the past 3 days the automated phone service for SBTPG has stated a payment was made to me via "Bank Print Check". Each day it gave a different date the check was issued. NO CHECK HAS BEEN ISSUED! Today I called multiple times trying to reach a customer service agent. One time I was on hold for over an hour. Another time I was on hold over 2 hours, just TO BE HUNG UP ON! What is going on with this? I NEED ANSWERS!