Review Follow up of incentives

The information desk is ignoring my calls,telling me that she will update me for a certain days but end up no upadates at all..to think that the incentives im asking for is already more than a year already...please enlighten me regarding the rules for the incentives,the only thing i know once it os already taken out by the pag ibig my incentive will be process...its already more than a year,no one is answering my queries regarding it...i keep on calling the information they are also keep on declining my call