What's going on with our claim???

My fiance submitted in August. Documents were submitted and I called 2 weeks ago to try and find out if a payment date had been set they informed me that there was an Exit FORM outstanding . We went to the employer who stated that all the documents were forwarded in August. I called them again and after being on hold for almost an hour I was informed there are no documents on the system . We would just like to get a payment date . The amount is not even over a million so I really don't understand what the problem is.???