I have made multiple payment on my app for my monthly payments, the app does not give any ref

I have made multiple payment on my app for my monthly payments, the app does not give any ref. Called cell c multiple times everytime the answer is I'll look at it and never comes back to me... I need my money allocated to my account ASAP they are hurtingy credit score saying I owe them but I do not owe them they just didn't allocated my money?! Cell c is pathetic!! They just ***** your money