Russells refusing to deliver my paid layby goods

Refuse to deliver my layby paid in full on 25.10.2025. Last statement confirmed R392 outstanding, which was paid. Now Russells refuse to deliver saying R350 is still outstanding. I escalated the matter on 06.11.2025 to date no solution and asking now proof of payment from April to October 2025 despite my last statement received confirmed all payments received and allocated. Sadly, the escalation team including website agents not helpful... I was even ignored by Itumuleng Phiri since 18 November 2025, doesnt respond nor acknowledge my email until this morning, again asking all my proof of payment