No response

On 26 October I made a online payment to flexi club and their system did not update the amount on 28 October I sent in a proof of payment to members accounts until today I have not received any response on my email on 3 November I called into the offices and a lady said that they will look into the matter on 12 November I contacted the offices again the lady tried to be helpful and said that they received the email with my bank statement and they see the amount reflecting on my bank statement yet she can not add it to my account. Today is 17 November and I have still not received any response from flexi accounts I dont want to cancel my account but please just fix the errors on your systems and im sure with this complaint someone will still contact me today but why do I have to complain before being assisted. I asked if i shouls cancel the payment from my bank and they said no yet they dont want to add it to the account. Please just fix this