Incorrect monthly payment show on statement, email State that no payment was received???

I made my monthly payment online like I normally do, I received an email saying: Good Day **** I trust you are well. Thank you for your email. Please note your payment has failed due to incorrect shipping address, you will need to add a first name, last name, street, city, telephone number, zip/postal code and country.

I rep**** to the email with proof of payment that the payment did indeed went through. But I just received the same email again, I went on my statements and saw that they say I only paid R250 where I actually paid R350, it went off my bank account and I have emailed the proof of payment. This must be corrected!!!