No assistance

I have a 12 month loan account with finchoice. I took a consolidation loan with nedbank in September 2021 and an amount of R11976 was paid to Finchoice Africa account Account number *** Reference my ID number Payment was never allocated to my loan account. I keep calling and sending emails and all failed attempts. First they didn't accept the proof of payment nedbank send me. Secondly I send consolidation letter nedbank send me now they say the reference used is different to the one on the system but my ID is used as reference. Surely the ID number tells them to which account the payment must be allocated. You can't change a reference number after payment has been made. Here are some of the reference numbers ******************38 I spoke to one agent who gave me an email address of her team leader and I've send 2 emails which was read but no response *** I urgently need assistance in getting this payment allocated to my loan account, it's been almost 2 months and this is totally unacceptable. I need someone to contact me urgently I don't have another month to waiste. I'm very disappointed and frustrated