Account paid, yet it’s still outstanding, incorrect amount allocated to my account. Don’t want to allocate the right amount

I have received zero communication from matrix, I have called a million times today and no one is answering the phone, I have been logged out of my app. This issue needs to be resolved today

I have called and talked to Katleho who told me my payment is not reflecting and the email I sent last week has not been received, I asked for TL, he said he was transferring me only to be stuck at selecting which department I was contacting. I called back again and talked to Phumla who said I owed R34 and she cannot assist me despite being from Accounts and billing department I needed to talk to customer care, at Customer care I was assisted by Mpho (lovely lady and competent), she magically found the email that Katleho could not find, she then did her level best and transferred me to Seipati in accounts, Seipati confirmed she has my POP and will escalate for allocation after a while she also confirmed that the payment I made was incorrectly allocated to another account and my funds will be reallocated. Asked to give until Friday before I can follow up on the matter

I received a statement that states I don’t owe anything on Tuesday as well as a letter of good standing also stating I owe R0 (received Tuesday too), my account was debited last night. But magically today I receive an email stating I owe you R400+. How is this possible?