Mrs Byard-Wilks

On the 31st of January 2020 I paid them then when I received my statement in February 2020 I noticed that the payment was not taken off phoned them and asked them to process my payment then on 14th of April 2020 I paid them again both where paid eft sent them proof on the 06 August gat an email say they found my payment they were supposed to allocate my payment up to date still not on my account please could someone help me