Payment not been allocated

I have made payment into the same account for years - the last two months they have not been allocated and I have had to drive to the municipality - when I call the help line to sort this out - you put the phone down in my ear - you are quick to turn off my power but cannot help!! This is unacceptable - I would like to note that Thandi is the worst person I have ever dealt with in my life - how would you feel if you do everything correct but municipality cannot be bothered to there jobs!