UNALLOCATED PAYMENT

Hi I would like to complain, on the 28th of April I paid my account online due to lockdown and I used my Jet account as a reference like I was instructed, then last month they sent me my statement that is when I realized that the payment was not reflecting, I sent the query immediately, I was then requested to send proof of registration which I did and two weeks after I got an email again requesting proof of payment and I sent them the reference that I got from my bank even today I am still waiting that I was on the 9th today it's the 22nd no one is saying anything and this is the second time experiencing this *********** service from them, I don't understand why do they promote online payment if they can't manage it.