poor communication on outstanding amount

Good day

i just did a claim with you guys and it has been paid, but money is not reflecting into my account. cause you said i have outstanding owe amount with you guys for 2018 which i was not aware of. i have not receive any call or communication about this outstanding, I moved companies in june 2018 and they told me my email is only updated in 2019. for me to do bank statement will cost me a lot for bank statement for 3 years. my question if you see i have outstanding why don't you sms or try call until you getting me or take funds in saves cause i always have funds. cause i really need that refund claim.