Why does SBTPG keep lying about having checks in the mail?

Why do these people keep lying? I've been told now about 8 different dates that my check was supposedly sent. The last I spoke to someone he said, I promise your check is in the mail and you will get it by 2-23-2022. Why does SBTPG keep lying? Why are you holing my money? And don't lie and say its offsets as I know I don't owe the IRS anything, spoke to a rep there on 2-16-2022.