Very Very Very bad service

I made an EFT payment to cellc on the 29th of August using the public recipient account listed on my bank app. Sent more than 20 proof of payments to cellc but to date they can allocate the payment. 7 payments that I previously made using the same channel were allocated (proof sent to cell c). Why this specific payment cannot be allocated when the others were is still a mystery. I've been sent from pillar to post with threats of the lines being suspended. Why list cellc as a public recipient and then expect me to find their account number? The service of the consultants is very bad