Missing payment department, Not sure if anyone works there

So Absa had changed over to Visa from Mastercard, I had a payment made to my Mastercard account, not knowing that this had happened. Customer service revered me to Missing Payment department and i sent the email as suggested by the lady who was helping me. The department is email only and thus far I have not received any form of communication from them after sending numerous emails to the address given. This is completely unacceptable as the payment received was urgent and I still don't have the funds.