Complaint against Nicole @ GEMS

My GEMS membership number is ***. On 11 January I received an SMS from GEMS stating that a payment must be made to me and I must phone and confirm my banking details.<br> On 12 January 2016, I did phone the GEMS call centre and was assisted by Nicole and was informed that an amount of R15 516,00 is owed to me following the adjustment of the employer subsidy that is back dated to January 2015. I did confirm my banking details and was told that this payment would be referred to the credit division of GEMS and the payment would be made within 7 to 14 working days. Reference number 120116QMGPWZ.<br> On 20 January 2016, I did phone the GEMS again to make sure that everything was in order and again Nicole confirmed that the payment was on track, Reference number 200116QMRNF.<br> On 29 January 2016, after I did not receive any payment, I phoned the GEMS again, only to be told this time by Nicole that she didn't know what happened but my payment details was not reflected on their systems and a manual payment would be made.<br> Up to date no payment has been received and I was told on 1 February 2016 by GEMS that they have no record of my all my calls in Jan 2016 and I again have to wait 7-14day