Poor excuses and payments rejected

my pension claim was recently intimated and payment was supposedly processed on 30/10/2015 but was rejected due to some automated bank validation process. I called the call centre and was advised to resend all the documents and my marriage certificate as the system apparently rejected the payment due to my surname. I sent all the docs the same day and no response. I called 2 days later and it seems nothing was done as the consultant had to still search for my email, she advised it would be sent through for payment. Yesterday I received a voice message stating that they apologise but it seems the payment was rejected as my bank statement had my surname in a hyphen whereas on my ID it is not hyphenated. This is really poor service. What a pathetic reason for a payment being rejected. All documents have been sent, signed and stamped from the bank. I need this sorted out urgently! I wanted to get a policy with Alex Forbes but this just puts a person off your company!!!