Claim not paid out! Useless Call Centre Agents!

I submitted a claim on 11.01.2016. I was told by a call centre agent to send 3 months banks statements, ID copy, a letter confirming that I would like claims to be paid out to that bank account. I sent this on the 12th Jan 16. On the 13th Jan 16 I received an sms saying the claim will be paid out within 3 working days from the 20th Jan 16. It's the 15th February and I'm still waiting for the claim to be paid out. I have called numerous times and have plenty reference numbers. Fedhealth call centre agents have been telling me different stories, each contradicting the next. I was told my bank details have been accepted and updated and will be paid between a Tuesday or Thursday as that is when their payment run is. The next time I called I was advised that payment has been released but they cannot give me a payment date. When I called today I was told they delay is due to them not having received my banking details and I should send them again, even though I had received a reference for receipt of the banking details.I called this afternoon again and was told the bank statements are not stamped. I was hearing this for the first time!No correspondence was sent to me! Why was I not told