Upset Customer

Got a call yesterday to inform that my account is placed on hold. really people i paid on 1st August 2024 as per payment arrangement. This has been going on for 7 months now. I do not have access to internet and cannot send the POP. Although my ref number is on my payment. I cannot believe that payments cannot be allocated according to the ref number on the payment. Why put the ref number on the payment if this is so difficult to allocate a payment. This is becoming an embarrassment now. Every month the same story. Why put my account on hold. Just allocate my payment