I paid my account on...

I paid my account on 27/01/2026 and I forgot to put my account number as a reference I informed them after, I've been sending emails and making calls with no reply on 02/02/2026 I called and I was asked to send proof of payment so it can be sent to financial department and I did send today we are on 09/02 but my account is still locked very disappointed because my car was ****** and I couldn't track it