Poor personal loans support

Day to day, they are not bad, but with specific requests, they take way too long to resolve a query. I had taken out a consolidation loan, consolidating accounts from a different bank and an account from a different credit provider. FNB made the payment to the credit provider on the 16th of March 2026, but the credit provider did not receive the payment in the account I have with the credit provider. I found this out after querying the credit provider when another debit order went off on my account. The credit provider then requested proof of payment so they can track where the funds were paid to and allocate it correctly. When I requested the proof of payment from FNB, they sent me the debt consolidation report, in which it appears they made the payment to the incorrect account, but the only way we could see this was the reference number that appears to be the account number, but is missing some digits. The credit provider requested the proof of payment showing the actual account number and reference number FNB used for the payment. I requested this again on the 9th of April via Chat, where I was requested to send an email to the *** email account. From the 10th of April until today, the 24th of April, my query has been forwarded multiple times to another department. I struggle to see how it takes 2 weeks to produce a proof of payment.