UIF PAYOUT REFUSAL

I am really tired of this back and forth messsing around. All my application were already approved, everything went through, I received my sms saying I can activate for payout. And once more, after the 5th time they ask for the same thing that I have sent over and over again. This is now going on for 4 months! They are doing exactly the same to my husband, they requested a document from him, gave 5 days, he got the form the next day but before he could submit his application was declined. We payed relentlessly over the years for uif, but now there is constant issues that makes no sense.