Payment Allocation

In January 2021 I made a payment on the Cellc app via payfast - Then they advise me no payment has been received - I have been making payments for months using payfast via the cellc app and had never had issues - Then they debit me in Feb for Jan and Feb payment - I have emailed through my bank statement several times to show payment has been made in Jan - its been almost 2months and the payment is still not allocated -I have tried to contact the accounts department and nobody can assist redirecting me to different numbers- Customer service should be able to assist with all queries - But they cant what's the point of expecting a service you dont receive been moved pillar to post to try and have this resolved - to date nobody has gotten back to me regarding the payment allocation or refund since the account should be in a credit