Forex issues

I am so frustrated with the Forex department. I only managed to get a response from them yesterday afternoon after phoning the entire week and either getting a dead line or getting disconnected as soon as a call gets directed. I have spent almost 7 hours on the phone this week. I have sent multiple emails with no resolution. I have an existing standing instruction for an inbound payment that i have been receiving every month for the last 3 1/2 years. This morning i finally managed to have a conversation with some one in the forex department, Crystal. She took down my account number incorrectly and after 10 minutes on the phone telling me that there were no pending payments to be released told me that probably 'due to my stress i had given her the incorrect account number!' I had not because i repeated my account number more than once during the first 10 mins and i know the number off hand. She then told me i was speaking to the wrong department and seemed confused about the nature of the inbound payment being an international transfer and a wire transfer when every single month the payment has gone through the retail forex department. I have the proof of transfer and the money has still not been released to my account. I have someone who works with me in the same company who was paid after me ALREADY had her salary released to her. I have the payment tracking app (where the money is coming from and i can track the exact time the payment was initiated, processed and sent. I tried to reiterate the same to Crystal but she insisted on transferring me to the customer care. I obviously didn't get any assistance through them because its not their department. Where is my salary? Is this something that i should report ? I need assistance with this.