Bad customer support

I recently asked absa on email for my car settlement amount , which i still have not recieved after 2 months of asking it , cause i paid a big sum of money and still not show that it went of the amount i owe , i dont know where the money went or where it's at cause i used the last reference number on the last settlement amount they have sended me and i have send them for almost a week long emails to try and find out from the bank where the money is .As i try to get the vehicle paid off as i am currently in the USA , and can't go to a branch or bank .