PAYMENTS MADE BUT NOT BEING ALLOCATED!!!!

Please urgently assist. I have been making payments on my identity account and emailing to all kinds of email addresses I can find to no avail. This payment was done last year October, I decided tomorrow I am going to settle my identity account because it's only R400, and I need to buy underwear just to find out the account has already been handed over. How can this account be handed over when I've sent email after email requesting this payment to be allocated to my account. Now what is the use of me settling this account if you've handed it over and not even tried to locate the payment? This is not right. I have been struggling for months on end to get help from somebody, I stopped paying because the payments is not showing on my account, and instead of just trying to locate it my account gets handed over? I pay my Truworths account, why won't I pay my Identity account? Unless something is wrong.... I want this sorted, I need to be buy underwear and the underwear I want is at Identity. If this payment gets allocated today I will settle my account tomorrow, and I want an updated statement showing this.