After numerous calls and emails to Finchoice regarding the payment that was debited on the 15th but did not reflect on my MoBi account, my account is now reflecting arrears

After numerous calls and emails to Finchoice regarding the payment that was debited on the 15th but did not reflect on my MoBi account, my account is now reflecting arrears. My statements was forwarded on the 17th. Despite this, the payment was never allocated to my account. The consultant I spoke to on Friday, opened my bank statement advised that there was nothing wrong with the MoBi accounts and that the account was still “tracking”. If the payment was received successfully, the issue should have been identified and resolved by allocating the payment accordingly. This matter should have been picked up earlier. This morning a consultant emailed to advise payment was not received, without doing any investigation. If they took a few minutes to check that I made 2 phone calls and forwarded emails with my statements, the matter could have been escalated, however they just responded that my statements was not attached. Merle *** - ***