Poor Service - Query not handled professionally and efficiently

I have made a payment via Debit order and confirmed with my bank again today that the payment did actually go through. I have been dealing with Vasie and he has not been not very helpful,I have requested from last week for him to check with your finance side via my account if the payment went through but he has only checked on his system and says it came back as a contravention but my bank is saying it never. I have sent him proof of this payment and i was suppose to receive an update on Friday or latest Monday (yesterday)however when i checked with him today he said i must wait again till Friday after me insisting that this issue be escalated. Currently this is in one-month arrears and it is affecting my ITC and he does not seem to understand the urgency, I feel that the matter is not taken seriously enough and needs to be escalated to senior management. I am not impressed and request that this be dealt with urgently,Please can the prior checks be done with finance before i get feedback.