I want my payment to my vehicle account!!!!!

Made a payment on the 1st of Aug. I specifically ask where that payment should go because of reasons i couldn't pay previous month. I specifically ask so that account is covered because its my vehicle account now. And i told the bank arrangement was made that this payment should go to them now. The bank hasn't received that payment for the Vehicle now repossession is in progress!!!!!! Now they dont want to tell me what has been paid with this???? I thought you where spouse to help people not getting them in bigger trouble!!!!!