POOR CUSTOMER SERVICE - untraced payment

I paid Homechoice through my Capitec App to their Standard Bank Account on the 28th October 2021 and I added my account reference for Homechoice. I was informed that my payment does not reflect the only reflecting one is for the 1st October, I however sent a proof of Payment and communicated several times with Ncedo Mooi who told me that Finance department cannot trace my payment. She told me to send payment notification and this has frustrated me and I think Homechoice is ***** or their customer service is TERRIBLE and SUCKS.