missing information please contact customer support

i got this on one of my payments and i found a message from the support team with a few requests that i attached to my email and sent, but up until now the status of payment hasn't changed and payoneer team haven't replied i contacted customer support twice and told me that it's not in their hands and it's with the Payment Department now.

this is my Reference Number: 170718-007736
payment #48250535.
Customer ID: 17202044

and the payment was done by an echeck.