Settlement to my account

Last month on the 04 made a settlement to my MTN account and paid off and I was told to phone after 7 days .which I did make a follow up and they told me they can’t able to locate my money and I was told to send again POP and statement which I did last month and I was given an reference number every day making follow up but even today they can’t able to help me every day is a problem and all the phones are still blocked cause they can’t able to access the money