Statements made without checking my account

Good day

I called in to the help line to query about a payment I made for a reissue of my ID and I received no reply or acknowledgement on my emails. The agent didn't bother to ask my id No. to check my application status or try to assist she just said I must wait 3 months for technicians to assist.

How can I wait 3 months and be without my ID if the money is not longer in my account. I asked to speak to a supervisor she made me wait on hold for over an hour then disconnected. She was rude and would take note of what I was explaining and she didn't even check nothing just tell me I must wait 3 months seriously, What *******.

I paid the amount on line and sent in my proof of payment to ********** no acknowledgement or feedback received. I called everyday to find out what I need to do. I want to know cant they manually process the payment using my proof of payment as I did Pay. Hell I even paid to much. No one is assisting me. I would like my money back.

This woman must be reprimanded for her attitude and her impatient and rude, spiteful behaviour. Making me wait on hold for over an hour and hanging up on me when I wanted to speak to a supervisor or another agent.