Nimble is a ****

My balance was R3247,98 and I made a payment of R150 and also a debit order of R150 came off and to my surprise the balance after that is R3074,98 how? The first agent said they can see I made a payment of R150 before the debit order came off but now when I requested to see my balance they say the payment data could not be extracted from the system how? I have a feeling Nimble is ****ming us a lot of money that why it takes so long to finish paying them. They don’t want me to go to the bank about this payment because I even sent the proof of payment but they insist that an agent will call me which they never do but they call when you **** a payment.