Poor service

I made a payment on the 27/12/2020 via internet banking and i was asked to email the proof od payment which I did using the emali that I was given by the consultant ( ***). My service up to today is still off, I have been calling everyday but with no help. When I called today the 5th Jan I am told that the email address that I was given was no more in use I must use another one, I did that but still not enough for them to reconnect me but they say they can see my payment. I am still holding the line its now 34 minutes still holding.