Unresolved query opened for almost 2 months

In November 2021, I made a payment to homechoice via the pay@ portal that is available on the homepage/eStatement. A week later I received a call that no payment was received, I thereafter submitted the POP. The Payment was successfully allocated to the account and reflected on the next month statement. On the 23rd December 2021 I made a payment to the exact same account details. I received an sms on the 10th January indicating that no payment was made. I thereafter submitted POP, bank statements, screenshots of my online banking. Homechoice has still not tracked the payment to date, there is currently 2 agents and a manager/team leader that was dealing with the query. The initial consultant claims that it is not there banking details but they received the payment to the exact same account details in November. I follow up on a weekly basis and receive the same response "query has been escalated". I have not made payment on my January Statement and will not make any further payments till the issue is resolved due to the mismanagement of this account.