Failure to resolve my query

I complained about the payment that was not allocated on my account and they promised to get back to me but until now no one made an effort to contact me instead i personally call them yesterday and the Agent advise she got the proof of payments will allocate the payment but until now no fund were allocated and today I called again the Agent advise that they don't have my proof of payments and she gave me different email address but nothing still and now i just want to know how can i get my R160.00 back.