UNCLEAR AMOUNT ON MY ACCOUNT

I logged a query on the 30th October to Absa Authorization department regarding the money that is sitting under unclear in my account but i cannot access it and it did not reach the SANRAL as i was paying it. I did the payment on the 03rd October but this money never reached the service provider and it was debited from my account. I have been calling to do follow ups since i logged a case and i've been promised that my query has been escalated but nothing happens. I hold on to the phone more than 20 minutes while they checking but nothing happens after that. case number is C-***4