disgusted

good day I opened an ackermans account in august , my first payment was due in September on the 25th of September I made a payment via cellphone banking I called tenacity and told them that I used my account number as reference and not my card number they asked me to send proof of payment which I did 3 times, I got my new statement for oct showing arrears I have been calling and emailing since 25 September to have this rectified as I would like to use my benefits, I do not know what to do as this is negatively affecting me how many more statements do I need to send. they are quick to tell you that you owe them but slow very slow to respond !!!!