Payout money

I have a payout money from the previous company I worked for that Alexander Forbes must payout.I received an SMS saying there was a rejection when they tried to pay into my bank account.I phoned them and was told I must submit ID and bank statement of which I did and I phoned to follow up , I was told I must send again as they need a copy of both sides of which I did. After I received SMS that there was another rejection.I called my bank Fnb and was told all is in order on their side and my account can receive all payments.I want my money as I have submitted all docs and I have only that one bank account that even my salary gets paid into.I want my money