Re:Claim payout

I changed jobs , paperwork was completed by my previous company to take a payout.After receiving a sms from Alexandra Forbes the payment was done and i can expect the payment within 3 days.On the 24July i received another sms stating the payment was cancelled due bank account confirmation.I called the call centre ( ********** 333) and was informed i need to get a bank statement with my ID number on.I went to bank got a statement with bank stamp and sent in on the same day (24July).I was informed 3-5 days it will take.This was the a never ending 3-5 days.I was then informed that there is a issue with bank ,I then went back to the bank to get a confirmation letter that i am the account holder with my ID and account details in it.Bank also informed me there is nothing wrong with the account . I was then helped by a lady called Xolo(not sure of spelling) which said she will look into it.Clearly nothing has been done as i am still waiting almost a month later There is absolutely nothing wrong with my account as money was deposited into it.It seems no one can give me an answer.Only answer which is common from the agents is 3-5 working days. Can a manager or someone who deals with the claim payments contact me as for the last 3 weeks i been and not joy.I call early in the morning because i am on course with my new company from 9am - 1700 and its difficult to call from mobile , when i get cut off after being on hold they dont even call me back.

So i would like to know wot is the problem?why has it taken so long to do the payment as i dont know what other documents you need