No outbonus due to IT Department incompetence

I am a very disappointed client after my outbonus was due 22 December 2020 and not paid out in the beginning of December a consultant from Outsourance phone me to congratulate me on my outbonus that will be paid out 22 December 2020 and following up confirmation phone call on the 22 December 2020 and spending the whole 24 December 2020 on the phone with different people one department blaming the other department and no response back from OUTSURANCE or the IT department and nothing sorted out we have to cancel our holiday accommodation starting Monday 28 December as this outbonus would paid for our camping accommodation. An apology from OUTSURANCE will not change the incompetence of the staff working for OUTSURANCE putting us in this oawkward situation. It was not me who made a mistake and I have to hear that because of COVID 19 they were working on skeletal personnel, this is unacceptable.