Payment Allocation Issues

African Bank is really frustrating - I called the bank on 15 December to request a settlement offer which I received. I immediately settled the loan account on the same day - 13 days after African Bank says the money is not reflecting on my account. I have been sending statements daily as evidence the money did not reverse. African bank says I should send a PoP this payment was made via a payment link sent to me by an African Bank consultant - the payment link that was sent is linked to my loan account as the account number was reflected on the link - how come now the payment cant be located. This is really not good...I have been calling African Bank Since the 15th of December multiple times a day - each phone call lasts for about 15mins including the waiting - this is more money from my side... truly unfair.