bad service

I paid my account online on the 28th of October 2015...i went to the store in the 5th of november and the money was still not reflecting.. Lufuno called Tenacity to verify payment but they said i must send them proof of payment, i sent it on the same day via fax n email. Today i went to the store to check if the money is reflecting and still nothing, Langi said i should call ***to follow up. I called the number and the agent that answered was rude by talking to her co-workers and me at the same time, she then asked me to hold, i held until the music stopped playing and the phone just cut off. Please tell me how long it takes for Tenacity to pick up my transaction....I'm not a happy customrr right now.