Alexforbes Two Pots System.

Hi, I have submitted my two pot claim on the 02/09 via a Alexfobes connect portal, my claim Tracker moved slowly but it eventually got to payment around week 2 and it stayed there for 5 days without any movement then I receive an email from "Nothemba Ntonga" on friday 20th at 20:46 pm the email reads " Thank you for contacting Alexforbes help desk, please note payment has been made and funds will reflect in 24-48hrs" by Monday, Tuesday nothing in my bank account I then decided to contact their call center to check the status of my claim spoke to "Sinhle" who told me my claim was rejected but THERE WAS NO REQUEST FOR SUPPORTING DOCUMENT AND SARS DIRECTIVE WAS COMPLIANT, did not have information as to why, she the promised to escalate and will get back to me within 48 hours until today nothing, Tried to call several times and I was made to hold for 30 to 45 minutes.