Unallocated Boxoffice account payment

I made a payu payment via my credit card on my boxoffice account on the 22/07/15, to date this payment has not reflected on my account. When I called the helpline on the 08/08/15 I was told to send a email to the payment department, I then received a mail from them with the following message and I have not had any further communication from them and my account has not been credited.<br> <br> CASE NUMBER: ***<br> Thank you for your query.<br> Please note that your query will be attended to within 24 hrs. You will be notified once complete.<br> Please do not reply to this automated response <br> <br> <br>