Identity clothing bad service

I paid my account on the 4th of May 2020 and till today i'v have been told that it hasnt cleared.

I went to the store with a proof of payment and copy my ID as requested by the consultant online, i was advised to wait for seven days for the process to take place and still nothing.

I called their head officr and i was given as email to forward proof of payment again and copy of ID, i did sent them and followed up more than 4 times and they said they got the documents but still no cleared.

Their services is terrible.