Payment payout

On the 13th of May I called in to ask about the payment I agent told me the payout will be paid on the 16th which is today .payment still not paid I called in today asking about it I ma told no it will take 3days which is the 23rd May ? The first agent I spoke to why ddnt he not tell me that I must do KYC . Thanks to Eric that o told to today he made me understand and helped me complete and told me what’s outstanding