Extremely poor customer experience

My Father recently underwent a leg amputation and is not mobile so he asked me to assit him by paying his Edgars account online via my banking app. I made payment on November 2nd. My dad received 3 calls from Edgars which said the money was not paid so I sent through proof of payment via an email on behalf of my father whose unwell and recovering from surgery . I later received an automated response from the two emails I sent saying they are busy and will get to my email as soon as possible. This is now the 4th sms after I made payment that my dad is receiving debt chase smses.. We attempted to take my dad to Cornubia mall however they closed down the branch, I them several times requesting a call back to assist me setting a direct debit but the call backs did not happen.