Worst service

I got retrenched end of January 2020 and decided to apply for uif beginning of March 2020. I got my first payment in May 2020 and received my second payment in June 2020. I got a job in July so I saw that my payment was canceled. Now I check and I see a payment was done in October 2020 which I didn't receive. So I called the labor centre and I was told that I didn't follow the right procedures hence my payment was not done so why is the payment reflecting done? Now I'm told I have to go to the branch, why should I go to the branch when everything was done online? When you apply manually, you are told that they cannot help you online so why is it that us who apply online, cannot be assisted online?