Dissapointed before departure with MSC

Booking number *** On numerous ocassions we have been in touch with MSC cruises regarding R3000.00 paid to them on 04/11/2019 and R3 000.00 paid to them on 05/11/2019. MSC cruises fails to pick up and allocate one of these payments and they are not responding to our emails. We sent them proofs that these payments were made and they are not responding. When we contact the call centre we are being told that only one payment (05/11/2019) was received and the one on 04/11/2019 was not received. How possible is that the one on 04/11/2019 does not reflect on their system whereas we used the same method of payment with the booking number clearly indicated on the receipt?