****med paying PEP account

I got ****med trying to pay my account via their Tenacity app which I always used. The money I paid is not reflecting and even after various phone calls they said to go into the store to sort it out and when I did, they couldn't help me and only made me feel stupid for not coming into the store to pay. A person works and I can't always get out to do so. Why it always worked and then all of a sudden it doesn't. Ridiculous!!!