NSFAS Refuses to allocate funds to close my account despite proof of payment sent numerous times!!!

I contacted NSFAS on the 27th of June 2019 to request the settlement amount for my account with them. They emailed me this immediately and I made payment on the same day and sent them proof of payment. To date they can't account for having received the funds yet for the past year I have been paying to the same account. They keep me on hold for over 30 minutes every time I call them and keep sending me from one so called team leader to another without actually assisting me. Is this a stunt to keep students owing NSFAS forever????