BAD CUSTOMER SERVICE

I am really getting frustrated now, I contacted Capitec Debt Review Department to check the balance on my loan account and I was told that my last payment was last year in September, and I have never skipped a month without paying, I was then asked to send through all my proof of payments from September of which I did and it was discovered that I have been using the incorrect reference when paying they then asked that I give them 7 working days to allocated the amounts, on Wednesday, 3rd April I called them to check on the Progress and I was told that nothing has been done yet on my account. I mean it's way over 7 days what more do I need to do to get the monies allocated and get my updated Bank Statement? I really do not have time to go the branch and quite for decades, can someone at the Debt review department please do what they are paid do to?