Not allocating payments done via EFT

I have been making EFT payments for the last 9 months on my account,to my horror not one has been allocated to my account. Also I have stopped receiving statements. On the 02-05-2015 I went into the Mr Price store in Lydenburg to check my account status and that is when I realized not one payment has been allocated. The store employee was not helpful at all she only showed me the screen and had no idea what to do or what I should do. The customer service line keeps me on hold and drops the calls. I would really appreciate it if someone could contact me so we could sort the problem out.