Payment Allocation Issue

I used the MTN app to pay my account, and it has now been a more then a month, and the payment has still not been allocated. The service desk is non-responsive and the customer care line keeps having me send the proof of payment to the same service desk email. The customer service on this has been horrible, as the only humans I can talk to cant do anything to fix the problem, and there is no direct contact with the people who should allocate payments!!!!