Extremely bad service

I paid money for the customs twice on the 27 January. They called to say they didn’t receive the money. I made another payment today and sent proof of payment still sending me the same message that they didn’t receive the payment not even acknowledging my proof of payment. Is this how they ***** people’s money acting like they don’t see card payments and requesting proof of payments when they know that you can’t get proof of payment if you did the website payment