Poor service

I did request Tuesday the 27 October a proof of payment over the phone the consultant share with me it is going to take 24-48 hours which I did accept without a reference number.Friday 30 October I did not received anything yet and decided to phone them again. It was shared with me that the previous consultant did log a request but it is still pending. Finally I did get a reference number which is *** and he said that he is going to send a mail to his manager to find out what is happening. Up until today I am still waiting for a feedback or the proof of payment that I requested from them. Help me please