paying every month even know no payment have been updated on my institutions

I have app**** for loan December and it was approved, December my first instalment went off from bank yet the payment was not updated to my institution again January same thing happen they deducted on bank called them and ask about the payment they promised that payment will be updated in Feb the 15 now am trying to call them no one is picking up i have send several email no respond either this is the worse service ever I wouldn't recommend anyone to them