claim delayed

I logged a claim on the 5 September, I have not received my money, people who claimed after me have been paid already. When I called in I was told that the surname verification failed, I was told to sent the marriage certificate which I did, still the verification failed, I was asked to send it again when I called in to follow up, I sent it again, I was then told they was the one showing my marriage surname, I went to home affairs, the certificate they gave me does not show the new same but the particulars of the both parties, now I don’t know where to get the certificate that will show a new surname, and home affairs will not give me a certificate that is different from what they give for marriages. until now i dont know what is happening with my claim because there is no communication unless i call and wait for hours