Ithuba national lottery bad customer service

I make regular payments into Ithuba national lottery ewallet account as ithuba is registered as a beneficiary on my bank account but the last payment I made on the 17th January 2022 is not reflecting in my account I have emailed my proof of payment to numerous departments as requested I’ve made dozens of call for the last 7 days but nothings came out of it, their response from my call to their office today is that Lerato told me that she is now going to hand my query to her supervisor does it take 7 days to escalate a query as serious as this I suspect it might take another couple of days for the supervisor to possibly resolve this issue