Pre approved account confirmation

My domestic worker got a pre approved account and was asked to bring the proof of payment. I went and did the affidavit to confirm that she is employed. She has been sent back and forth until I finally went with her to Ackermans Alberton to find out. They called the accounts department and accounts department said I did not pick up the call. This is the third time since they have been lying about me not picking up the call. Can someone assist in this matter.