Incorrectly find on a paid in full account and they are ignoring this as from CEO and the staff at the Springs offices

I have been emailing them proof of payment, that was allocated late on the office side from end of April 2024. They keep ignoring clients. I have also emailed the information through to the CEO, and this person also does not responds to the clients. They are charging clients fees for the *********** employees as well as management. Why should the clients be fined on this if the staff does not know how to do the jobs that they are getting paid for. The persons that was emailed names are osemary Mdluli, also known as Bushi, at email address ***, and the CEO, Dr Imogen Mashazi at email address ***