PATHETIC SERVICE

I am waiting for a pay out for years now. After I submitted all the documents they still haven't pay me. I got a letter from the above 6 weeks ago and that was it. So then I've contacted her and she didn't know about the pay out. How do you explain that if she's the one sending you the letter??? I've contacted her on numerous occasions and everything came to a stand still. It is six weeks now and the whole operations came to standstill. The service is pathetic. No reply to my e-mail whatsoever. They've just got no intention to resolve any matters