Unallocated APRIL payment

It's the 8th of June I pay my policy via EFT my April payment to date has not been allocated, my policy shows in arrears, I have sent the proof of payment twice, called I don't know how many times, and I am told the proof of payment was sent to the finance office, when I request to speak to a team leader they are busy in a meeting or on a call. Can my payment be allocated I have been calling and there comes nothing of it.