Bad service and ignorance 88

I made a payment into their FNB account twice ,when making the payments I used a previous (settled) loan reference, I called their collection department, sent emails to try n make them aware of this error. After a long hustle I was assisted by a lady who only app**** 1 payment of R1500.00 nd ignored the R1000.00. I sent an email again after receiving my quarterly statement, asking her why was do I see only 1 payment app**** what about the other 1 ,she said " I was advised not to apply the R1000.00 payment " I then requested a direct line or email to the person who said that the payment should not be app**** or the complaint department email because k wanted to understand why did they decide to do 1 payment and ignore the other, . Since then I never got any response from her or anyone else from direct Axis to date my payment is still not showing on my statements even though I have sent them proof of payment more than 3 times.