Horrible -slow resolution customer service

I have been escalating my query since last year and till this day they keep stating they are waiting for feedback ,I don’t understand what feedback they still waiting for when I provided all my proof of payment and calculated all the money slip by slip but yet they can’t write off my account even though I have provided them proof of all payment now they want me to pay a fee of R500 that’s showing as outstanding when they also don’t know where it is coming from . I spoke to Penelope back and back and showed her all the proof she needed on my side ,their customer service team all provide really bad service , Nkanyezi , ledwaba all telling me the same thing without understanding what my query is or at least try to fulfil my request to be called by finance department . The customer service here is absolutely ridiculous, it does not take more than 3 months to process payment or for funds to reflect . So why then are they still trying to escalate something I have provided hard proof for for the entire 3months