Kantar survey Agency doesn’t wanna pay out my incentives

Hellopeter still hasn’t payed me & are now playing mind games This was the message I got from them & still no payment has been done……………….. Hi bhuti the client says your incentive comes up as paid on their side, can you please dial *120*002# option 2 and then view cash voucher and send me the screenshot asap. I sent them the screenshot & the balance is still zero…..we did their survey & they not paying us but why are they doing this