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Payment refund

I received payment from about two month ago, up to now this payment still pending I tried to contact with Payoneer's support team and they tell me that I need an additional documents inorder to verify my account but I do not have any other documents except the one I submitted before, now I want this pending payment in my account to be refunded and I contact with the support team many times but they do not respond my request, I need your help to refund and cancel this payment as soon as possible, any suggestions to encourage these staff to do their jobs in right way?