Apple Watch Benefit

I paid for my Apple Watch Benefit via EFT on the 17th March 2020 and have sent them the proof of payment on numerous occasions, they have since tried to take the money three times. They are now threatening to take the full penalty for March although I have reached my targets all but one week. I have three different reference numbers and still it has not been sorted. I called the call centre for a complaints department email or team leader email to which I was told I could not have, I said this would be taken further but they are not concerned. If this is not sorted and they take full penalty amount for March 2020 then I will escalate this to the ombudsman, apparently only Hello Peter and Ombudsman are mediums to use to get you taken seriously.