Payment not processed since April.

I've been having trouble since lockdown level 5 to clear a payment that I had made to TFG on the 8th of April. I made the payment via cellphone banking, I'm an additional card holder on the account and I've made several attempts to have it rectified. I went to the bank to request proof. I emailed it to them along with my card and ID. I have been sent from pillar to post. From electronic department to head office and right back to my local branch. The payment was R1300. To date, nothing has been done about it. I even spoke to a lady named Lettie who gave me her own work email address and indicated that she will sort it out and get back to me. Still, nothing. I am at my wits end. I'm done with TFG!