POOR CUSTOMER SERVICE & POOR ACCOUNT SYSTEM

I never had an issue with using my one card and claiming on my pets insurance until recently. I submitted a claim and they rejected it, granted i lost my invoices but i then however paid the difference THEIR OWN online payment system. I made payment on 13 February 2015, the payment cleared 17 February 2015.<br> I have been in contact with them since the 17th calling them trying to find out why it still reflects as an outstanding balance. According to them they cannot pick up the transaction, even though i have forwarded them the proof of payment. I was then told that i have to wait on there IT department because they have to look in the matter. It has now been well over a week and a half and to no avail. I keep getting poor, shoddy excuses and NO ANSWERS!!I have been unable to claim on my pets insurance however the debit order still gets deducted every month. This is very frustrating, and after asking to speak to a Manager, i get no feedback. It seems as if these people are avoiding me and just taking my money each month!!!