Poor service at Edgars/edcon

We have a Edgars account and we have paid in full so that we can use it for Christmas shopping but now Edcon can not allocate the payment which is R8400 odd rand. I have contacted edcon got a reference number and email address to send the proof of payment and still they can not allocate the payment. Then I received an email in which edcon asks me to give them the refenrence number used, payment date and how it was paid. Now this is all on the proof of payment that I send but I send another email to them with all the particulars they ask for, they sent me an email stating that received my email and they would come back to me. Then I waited a week nothing so I send another email to find out if they could allocate the payment and still no response from edcon. If I phone them they just give me a reference number and tell me to mail proof of payment again. So my question is how can they not allocate a eft payment made 3 weeks ago already and how does nobody at edcon know how to allocate this payment, this is very frustrating and still will phone us to ask us about our next payment????