WHY IS MY PAYMENT NOT REFLECTING AFTER TWO WEEKS?

I paid my account using the online pay method from TFG on the 2th of November 2021, I called multiple times and also went to the store to enquire as to why the payment was not reflecting, I was told to send an email to be assisted. Today I have been contacting the line and they play an automated recording saying there is an emergency at the office then hung up. It is so hard to lose my hard-earned money while doing the right thing. please rectify this.