Unpaid clim and bad customer care service

I claimed my 2-pot on September 4, 2024 (claim ***), but I haven't received any communication through my AF Connect registered email. When I checked the tracker, it showed "payment request rejected." After contacting their call center, I was informed that they are only handling normal claims, not 2-pot claims, and that I should use the app. No explanation for the payment rejection has been provided via my registered email, and they simply told me to keep checking the app. How to I check the APP, they neeed to tell me what I need to change so that payment can be releaased, tax phase already passed.