Bank details captured incorrectly from the claim form submitted

Claim status reached payment, called in I asked if they had my bank details and they agreed, and they let me know that it would be paid out within the week, two days later checked the portal and saw that the payment has been rejected. Called in again for them to tell me that the HR department has captured my bank details incorrectly based off the form and that I would now have to send through documents and wait for them to update the bank details and wait until the process is completed. Why can it not be escalated seeing that the error was not been made on my side??