Fnb doesn't want to refund me

I have been calling and sending emails to FNB to pay me my money that Outsurance paid as an Out-bonus payout that was paid on the 13 APRIL 2019 and they have been asking me for documents for my wife sent them the docs signed and certified . after 3 days when i call them back again they send me an email that my wife needs to sign the form at the Branch and my question why wasn't i told this on the first email only now when i am calling them to ask when they re paying and they telling me these stories. All i want is NB to pay me my R537 that Outsurance paid and stop these stories. why must i ask my wife to take my off work and go and sign the form for the 2nd time at their branch. i have been called by someone saying his the Ops manager and he said i will get it this week and today i still get these emails that my request has been declined for what but its my money.. this is bad service and the fact that no one calls me . I have to keep calling them and each day is a story. i want my money paid as per the promise i got from the Ops manger who called my on Monday