Metro Fibre accounts department

I have been with Metro Fibre for more than 3 years and the last 2 months I experienced the worst service with their accounts department. When you do a payment, is there a reason why you put your account nr on the payment so their finance department can allocate payments to accounts. This is not happening at all. I paid my account on 30 Aug 2024 just to receive a sms indicating my account is behind. I have struggle from September to now to get my payment dated 30 Aug updated on my account. I have mailed the proof of payment twice, their own sales department emailed it to the accounts dep and still no one bothered to open the mails, check the attachments and allocate payments. Everyone is so fixated on ticket numbers!!!! Today the agent kept me 17min on hold to check their emails. I had to drop the call, resent the proof of payment and call again with a new ticket nr just so the agent can allocate my payment. The agent also had the nerve to drop the phone while I was busy talking to them, not screening (please pull the recording and listen). Does this means we have to email every account payments to them so they can do what they were appointed for? I am really not happy with Metro Fibre and will think twice before recommending anyone to take up their services.