Payment for 6th March not refundable

I paid twice in the month of March but my money is not yet paid back even after sending documents and a lot of emails. Everything time the answer is "matter escalated ".My heart is painful because foneyam of foneyam, they want me to loose my money just like that, foneyam is a **** to me. How could such a big company be so ***********. Just to verify and push my R 205 to the next month, I have been calling every day ,I am so sad.They made me pay again on the 9th of March claiming my payment for the 6th is not reflecting, even after sending statements and Pops they still can't bring a positive feedback.