New applicant not received any money yet

I gave my bank details and was told a payment would be made on receipt of my sick notes. I sent them 3 weeks ago and still have had no money and no acknowledgement of receipt. I cant get through on the helpline as it is busy and says call back later I have tried several times.
When I made my initial call I gave my bank details over the phone. I havent completed the esa 50 yet but 4 weeks isnt going to be enough time for me as I am quite disabled and unable to sit comfortably at all. I also thought I can get a letter from my gp although I do have consultant reports.
When should the money come through?