U-FILING - no communication with branch

We apply for UIF benifits vir UFILING. After visiting the Pretoria Branch the say we must apply online. On Ufiling is shown that the payment was done on 23/01/2015. Normally payments takes 10 working days. After ten working days no payment was reflecting in the bank account. Phoning the callcentre I was told that the employer has not even complete a UI19 form to indicate that a retrenchment was done. And that uif submission forms is outstanding from 2011. But on Ufiling it shows claim approved.??? No correspondence on Ufiling that their still must be documentation submitted to be able to process the claim. Bringing one under such a false impression is unaceptable.