Get proof from your HR and do the appeal ASAP. You only have 5 or 10 days I think to do it or it triggers a whole mess to fix. I think I had to appeal 5 times to get all my maternity leave sorted out and it was a mess. The issues were in large part because I had only been at the company 2 months at the time and hadn't filed a tax return while working there so they had a harder time setting up my account and figuring everything out so I'd suspect that's part of the issue. Appeals take a long time to process but they will retroactively do your benefits once it's resolved. Sorry you're in this mess too! I was back from my maternity leave before I got paid anything.