When will i get my device collected and fixed

I’m tired of being given a run around every time I try to get my phone fixed. Firstly I’m told one of my debits was short with R26 from last year. I paid it. Now I’m told I used a wrong #ref and finance department is trying to allocate it. Does it take a week for your financially department to allocate a R26 payment? Why are you stalling to get my device fixed? I pay my debit every month for more than a year now but the services I’m getting is shocking.