Account was always paid up, but handed over

We try to communicate with Mogale City to have our account fixed since 26 August 2015. We have paid our account loyally, but have been handed over due to the amounts not allocated to our account. This was due to our reference number being incorrect on the proof of payment, but we have notified Mogale City everytime by fax and e-mail of the payment and sent proof thereof. Up until today nobody has even bothered to try and assist - all they need to do is allocate the payments. I am sure it is not that difficult.