Payment Allocation via WhatsApp

my debit order did not go through as it was supposed to , i was then sent a link on the 3rd of April via WhatsApp and a payment was made 4th April. i have been getting calls non-stop daily regarding this payment, i have sent proof of payment of numerous occasions , every time they call me they say they will log a ticket to allocate the funds and until this day payment has not been allocated and i am getting emails and calls