Payments not allocated causing arrears on account

I wrote my complaint on 24 November 2022 and still has not been resolved. The consultant are no longer replying to my email as I am being taken from pillar to post. I make cash payments on the 28th of every month as per my agreement. Absa used to debit my account on the 18 of every month causing my account to go into arrears and cause me bank charges. I make large payments into the account like last month I paid R19 000.00 but am still told I am in arrears and it seems like the payments I am making doesn't reflect. I have sent proof of payments numerous times and this is becoming frustrating. I came to the conclusion to rather restructure the arrears over the remaining term but am being sent from pillar to post and no one ever gets back to me.