Providing False Information To Clients

My Application was submitted on the 21st September After Phoning Several times confirming The claim was submitted and That Sars Turner’s For tax was received back And They just Need To Authorised And Payment Will be done with in 7-14 working days this after my 3rd call to them.Just To find out On my 4th call That They Needs A NOTICE OF REGISTRATION FROM SARS not informing me that There’s a delayed on my payout and not Requesting it from the company I worked for.So If I did not do a follow up I Was Gonna wait and Wait For No Pay out.My Question Why Must do the Run Around For Papers While they been sitting for almost 8years with Money I worked For.