PAYMENT ALLOCATIONS NOT BEING PROCESSED!!!!!!!!!!!!!!!

Historically, My Box Office and Premium package accounts were kept separately. I had separate statements and separate account numbers. Now I have 1 residential account, payments made on my Box Office Account have not been reflected. After emailing proof of payment 02/08, then 26/08, 28 August I get an email from Philemon Modise Ref *** that it has been sent to finance, 02/09 follow up no response or acknowledgement, 09/09 follow up no response or acknowledgement, 13/09 TODAY another follow up. Is this the kind of customer service to be expected in the foreseeable future?