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Payment not recieved, its over 3 weeks now

I mailed customer support of payoneer and after some days recieved reply that my bank might contact me for documents they want and some documents are pending from there bank. I contacted my bank and they said there is nothing like that. I mailed back again asking for more information so that I can track from my bank, but got no reply. Why this is going on? My account is current account on my company's name and it is verified too.