refuse to pay claim

i was retrenched in December and did a uif unemployment claim via e-mail. I got my own loggin and password and in January I e-mailed all my documents. on 6/5/2015 it said payment done and on 14/5/2015 payment cancelled. they sent me a number to phone which I did and said my documentation is still outstanding. I don't understand because how can they say document received and payment done if there was documents outstanding. so I e-mailed it again today.