Missing payment

Since I started my new contact my bills have always been paid on time. I usually make payment via the app however this time my payment has not reflected.

Payment was made the 27/04/19 at 18: 11:16

I commend your team for ther prompt responses as the same day I received rep**** howeve they failed to acknowledge when my payment was made as it has already been more than 24 - 48 hours.

Proof of payment was sent out to your teams showing what card I paid from and to what account.

How is it possible that the payment has not reached the account?

Is there something ********** that has taken place. A lot of things are running through my mind as the billing team has not yet confirms what has happend, as this was escalated to them.

I need answers.

Regards Ghadija Levy