Lost payment

I made a payment on my account on the 31st July, however entered reference as ackermans. I sent email with Bank statement no response. Had to call. They then said I need to go to the bank. I advised I can't due to work. I sent picture of notifi action of payment from my bank app. Due to their silence I called again. I called on the 5th August at 1:30 spoke to sinalo who was completely ***********. I then requested to speak to manager who claimed her name was angelique She advised the matter would be escalated and she would call me back with 10 mins.. I was on call for 25mins..nothing fruitful has Come of it. Just a waste of my airtime. I am so disappointed as I just want the paymenr to be allocated to my account. From all the emails I have sent only received 1 response saying I must contact collections as customer service can't help me.