Customer service..WHAT!

My cash payment for my March account were not allocated to my account for weeks due to the added number in front of the reference number even after I pointed it out to customer service with the multiple proof of payment e-mails sent. Then they allocated a lesser amount then the amount paid by me and I have their dept collectors contacting me now. This all while the case have been escalated twice to accounts and legal. The automated system of responses I have received means nothing and the time period given for this to be resolved has lapsed time and again. Can they not phone or mail to resolve this in stead of customer service apologizing time and again but nothing gets resolved!