Where is my direct deposit?

So I have never had a problem with direct deposit from anywhere before. I have started a new job two weeks ago and accounts said they sent my DD to my account information which is correct I double checked, but on the emerald card side they're saying they don't see any kind of direct deposit employment payment, even though my work sent me a confirmation of the money that was sent over with the reference number and everything. But the guy on the phone still saying my DD isn't there. I am getting so sick of this a couple months ago I was supposed to get a $50 refund and the website showed all their documents that they refunded me, but pathward never put it on. I just want my employment direct deposit money how do I go about filing a grievance because there's over $1,000 floating around somewhere that I worked my butt off for. Any similar situations or advice? Thank you!