Non allocation of payment

Early January I made a manual payment to MTN via the app, it was confirmed it was received yet still today it has not been allocated to my account at all. I paid it because I saw the debit order did not go off my account the month of December without any comms from MTN saying no debit order will go off and I didn't want to be in arrears. My account has never been unpaid yet no one is helping me to get that money allocated to my account even with confirmation that you received it. Either pay the money back to me or allocate the money to my account. Regina Moloi advised me in Feb that the payment was allocated to my account yet the debit went off in April and statements show no allocation. Please fix this, you cant advise something and do the opposite!