Account paid but not updated

I asked for a settlement letter from my mobi account and I paid the amount .after 2days I went to the app to check if my account balance was updated and it was not still to date nothing has been done .I have sent proof of payment I was told that my enquiry has been dealt with or it will be dealt with within 24hours .more than 4to 6 consulted they could not assist me .the popi email address is the no use . They do have my proof payment but they did not update my account .if we go through my records I have sent more than 22 email .all I receive is your matter has been escalated .I checked my statement and payment was received on the 10th of February but still am owing and come month end I'll be debited