Stull no feedback on payment allocation

After making an EFT payment on the first from the banks beneficiary list, and clearly marking the reference as advised to do so, the payment was not allocated. I call to find out why my account was suspended, still no payment could be found d after spending almost an hour explaining it was an EFT payment not debit order. I sent the proof of payment 4 times now. Still no one has come back to me and no one can confirm if it has been allocated.