Claim complain

Its been 5 months waiting for my payment but nothing and for what I know the payment takes up to 4 to 6 weeks to be payed,I tried to email them they told me my HR manager didn't send them my documents and I contacted my HR she did send cos I received sms from Alexander Forbes saying they received my documents so they busy with the money process,then last month on 17th I received sms saying that my payment has been declined which I don't know how,I called them they told me to email my bank statement and ID proof so they can sort this out,I sent my things to them more than once but still nothing,all I want its my money I worked hard for that and now its time for payment I have to suffer why,I waited long enough now