Terrible EFT payment experience

I made an account payment on the 26 March 2019. It shows that the order was submitted and the payment has gone through, but it does not reflect on my account or statement. Luckily my account was ahead with payments, but had my account not been ahead it would have gone into arrears as the payment is not reflecting. I sent a "help" request on the 15th April, then a follow up email on the 25 April, and a message on Facebook today. I have not yet gotten a response. This is truly disgusting customer service, and I am rather sure that keeping a payment (and charging interest) is against the National Credit Act as well as the Consumer Protection Act.