Unhappy.

I'm extremely dissatisfied with the service and have been trying to be understanding due to holidays but I made an EFT payment on the 19th of December and my account is still arrears now. Seems like nobody answers emails and when I call l, every agent said it's escalated and will reflect by 12 and I heard the same story every day since that day. Now all of a sudden they can't find the payment because of my bank. I'm very unhappy. I want this resolved please.