Frustrated for no monthly income payment

I get a monthly income from the beneficiary fund from Alexander Forbes. My income gets paid on 28th of each month. I recently banking details with Alex Forbes on 14 November 2024 and emailed my new details. Apparently on the 22 November they tried to call me to say they need a copy of my ID. They only called once and did not even communicate via email which they always do, to request a copy of my ID. The 28th came and the income was not paid in my account so I called and then was informed that I need to email a copy of my ID which I immediately did. And still the income has not been paid. I called the whole of Thursday and Friday and everytime I was told that they still need to upload my ID so that they can process the payment. I emailed so many people a copy of my ID already and no one is uploading it so that my payment can take place. I told the lady on Friday I pay my daughters transport with that money and now they don’t want to fetch her for school this morning because I could not pay the transport. Why is it so difficult to upload and ID and pay the income. Can someone please tell me that? I am very frustrated Please contact me via email asap