Fail to pay back claims or respond to emails

I sent all claims for 2015 and Bruce Frank didn't even bother to respond to my emails. The new news is also that after 4 months you can't claim anymore, even though his colleague, Meryl Lyer did do my claims for 2014 in 2015. With completing the 2014 claims first, no-one said I couldn't claim after 4 months. Only when Meryl went on leave and Bruce had to help me, then there was all these new rules. Since last year I tried to claim for new 2015 claims and still with no luck. How can you have a rule to claim within 4 months, if you don't even respond to emails in 4 months?