RCS GAME

I had an RCS game card account, I lost my job last year September 2023 i went to the shop at Ermelo to submit all the documents they needed. I continued paying the account. When I call for feedback they telling me that they waiting for conformation from employer since last year. What i do not understand is that other companies can get hold of the employer. How is it that one company can't get hold of the employer for 8 months? can someone please assist.