Requesting FICA for additional amount when we already comply

We get a monthly income from an annuity and an investment paid on a fixed day every month into an account, we required an additional amount for unforeseen expenses and filled in all the necessary forms, but did not receive the required amount. When we enquired why it was not paid, they stated they need proof of bank and FICA, ... which boggles my brain as it is the same account and we comp**** with FICA...it's the same account nothing has changed. I believe it is just an excuse to hide their utter incompetence. It's our money. I would strong suggest finding another Financial institution to handle your investments. As we have other investments with different places and never have issues like we have with Momentum.