My Monthly payments not allocated

every month i make my payments towards my FNB account to the hammond pole bank account and every month i get threats from hammond pole who fail to allocate and see that i have indeed paid the agreed amount. there is also this rude coloured woman whose name starts with "m" who is in charge of my account unfortunately and she doesnt do her job . she is very good at being rude but not doing paperwork . now my account looks like i have not paid anything ever since they took over the account. please sort this mess out?!!!