Confused client

During the lock down I paid my account online but was surprised when I got a msg saying my account is in arrears, I went to ackermans jabulane mall with my proof of payment was told to email them to customerservices which I did but every time I checked if they were received I was told no. I emailed again to tenacity Inc this time when I called I was told that because I failed my security clearance they won't be able to help me. I went back to ackermans jabulane to get help but they couldn't help me so I paid any way but to my surprise I couldn't see my credit so I don't know what is happening with my account. Please help me out

Kind regards