Traffic fine payment via FNB NAV-car

I paid a traffic fine via NAV-car on the 14 Dec 2019 (deadline was 20 Dec 2019) but it seems like it is still outstanding.

I have received notification from the City that if I do not pay then I will receive summons. I contacted the bank immediately via the App secure chat but the consultant (Nqobile) gave the the number to dial because she does not have access to the data. Then I called the number and the consultant (Smangaliso) said that I must email to *** and insisted that the email address is NOT ***

I am very disappointed with the service that I have received as I am trying to track what happened to the fine payment. Due to the lack of competency, I would possibly be receiving summons for a fine I paid on time!