Money was paid via online app but is nowhere to be found. My reference doesn't mean anything to MRP.

I made my payment for my account through the online app using Payfast on the 31st of May. I received an email from the Online department confirming my payment with a reference number. I have been contacted on Monday saying my account is in arreas. I was given a email address to send the proof through. I followed up on Tuesday. Another email address was given. Same on Wednesday and Thursday. Today that's the 7th of June I was informed again my account is outstanding. I phoned online department, they tell me to phone accounts department. I phoned the accounts department and I need to wait. So where is my money if its not been allocated to my account? I need an answer as this I'll take to the consumer act.