Allocate my payments

I have been waiting for my payment which I made on the 9/7/2018 to be allocated to my account. I was the line with the lady while making payment. I told her that I was not able to change my ref. to my new contract number. That it was showing under my previous contract number. Which she said was fine and that I only needed to send her my proof of payment so she could escalate to the payments department to allocate payment. Today is the 10/8/2018 I have also made July and August payments already and yet my number was suspended. I have now just about had enough. I have been patient and called each time to follow up just to be told that they need to log another request. I have had enough,how difficult is it to allocate payment?