Poor customer service

Unsatisfactory service Been at it for 3 days now to have payment allocated by Home Connect. All agents I spoke to gave me all different information and want to do a refund rather than just allocate the payment. All agents requested proof of payment which was sent from Tuesday 20th to today 22nd December Now I'm being told that they have escalated it to Vumatel to allocate the payment How is it possible that no one can look at the POP and REF NO and just do the job correctly. I don't think it's rocket science to just allocate the payment. You can't be in a customer service environment but can't take ownership of queries. I am very dissatisfied with the service received these past days, there are skeleton staff but DONT BE THE SKEKETON!!!!!