Requested payment

I've had two 500$ payments pending by payoneer and after 5 business days i contacted them through live custommer support because i haven't recieved the money yet( first time i got it with no problem) they asked me for some addictional required information that i gave them, and they said i have to wait again 1 to 5 business days, and it will be accepted, after 3 days on sunday i get a notification that it has been declined because of "required additional information that was not provided in time." even after i provided them in time said by custommer support. This is highly unprofessional because i had waited 2 weeks from the time payment request has been payed by the client and im traveling soon ...