Make sure technology works

I have paid my Rates and taxes account (City of Jhb) via the Bills / EasyPay option. This was end November 2023 and 29 December 2023. City of Jhb has no records of these, I had to send a screenshot for the November payment (which I luckily kept), however I didn't in December, now it shows my bill wasn't paid. I've reached out to an agent via secure chat, who couldn't find the transaction (there is no history for any of these payments under recipients or Easypay. I have also not received an InContact message. So R2177 disappeared from my account (nowhere to be found)